Albanian Speaking Customer Service Agent - Work In Sofia, Bulgaria

Mercier Consultancy MD; España; On-site; EUR 13,000 - 20,000; Full time

Benefits offered by this job

Relocation package

Monthly performance bonus

Training programme

Health insurance

Career development pathway

Multicultural workplace

Job summary

Mercier Consultancy Group is hiring an Albanian-speaking Customer Service Agent to join our on-site team in Sofia, Bulgaria. You will be the primary contact for Albanian-speaking customers across phone, email, and live chat channels, delivering outstanding service and resolving issues with accuracy and empathy.

The role requires native Albanian, good English, and a customer-focused mindset. We offer thorough training, relocation support, and a pathway for career growth in a vibrant,

Qualifications

• Native or fluent Albanian language skills (spoken and written).
• Valid EU passport mandatory.
• Good working knowledge of English for international teamwork.
• Experience in customer support, contact centre, or client-facing roles is advantageous, though full training is provided.

Responsibilities

• Deliver prompt, courteous customer support to Albanian-speaking clients via phone, email, and live chat.
• Identify customer needs, troubleshoot issues, and provide effective resolutions.
• Maintain accurate records of interactions in the CRM system, ensuring data protection compliance.
• Escalate complex cases to relevant teams and follow up with customers.
• Meet and exceed personal and team KPIs, including CSAT, response times, and first-contact resolutions.
• Stay updated with product knowledge and procedures to provide accurate information.

Skills

Albanian language

English language

Customer service experience

Job description

Albanian Speaking Customer Service Agent

About Mercier Consultancy Group

Mercier Consultancy Group is a premier international recruitment and business process outsourcing firm with a strong presence across Europe, connecting exceptional multilingual talent with leading organisations in the customer support services sector and beyond. With a reputation built on integrity, excellence, and a genuinely candidate-first approach, we have proudly placed thousands of professionals in rewarding careers across the continent. At Mercier Consultancy Group, we don't just find you a job we help you build a career and a life you love.

Job Overview

Mercier Consultancy Group is currently seeking a motivated and professional Albanian Speaking Customer Service Agent to join a dynamic, fast-growing customer support services team based on-site in Sofia, Bulgaria. This exciting Albanian-speaking job opportunity places you at the heart of a world-class support operation, where you will serve as the primary point of contact for Albanian-speaking customers, delivering outstanding service experiences across multiple communication channels. If you are searching for Albanian-speaking jobs or exploring Jobs in Bulgaria that offer genuine career progression, exceptional training, and a truly international environment, this Albanian Speaking Customer Service Agent position in Bulgaria is the ideal next step for you.

Key Responsibilities

• Deliver prompt, courteous, and professional customer support to Albanian-speaking clients via phone, email, and live chat channels
• Accurately identify customer needs, troubleshoot issues, and provide effective resolutions in a timely manner
• Maintain detailed and precise records of all customer interactions within the company's CRM system, ensuring full compliance with data protection standards
• Escalate complex or unresolved cases to the appropriate internal teams while ensuring seamless communication and follow-up with the customer
• Consistently meet and exceed individual and team performance KPIs, including customer satisfaction scores, response times, and first-contact resolution rates
• Stay fully up to date with product knowledge, service updates, and internal procedures to provide accurate and relevant information to customers at all times
• Actively contribute to a positive, collaborative team environment within the customer support services department
• Participate in ongoing training programmes and quality assurance sessions to continuously improve service delivery standards

Requirements

• Native or fluent Albanian language skills (both spoken and written) are essential for this role
• Valid EU passport (mandatory)
• A good working knowledge of English to communicate effectively within an international team environment
• Previous experience in customer support services, contact centre operations, or a client-facing role is advantageous, though not strictly required as full training is provided
• Strong interpersonal and communication skills, with a natural ability to empathise with customers and resolve issues calmly and professionally
• Comfortable working in a target-driven environment with the ability to manage time effectively and handle multiple tasks simultaneously
• A positive, solution-focused attitude and genuine enthusiasm for delivering an exceptional customer experience

Benefits

What We Offer

• Competitive Monthly Salary, reflective of your experience and skills
• Fully Paid Relocation Package including flight, airport transfer, and hotel accommodation upon arrival in Sofia
• Monthly Performance Bonus to reward and recognise your hard work and dedication
• Fully Paid Training Programme delivered by industry experts in the customer support services field
• Comprehensive Health Insurance coverage
• A structured and transparent career development pathway within a rapidly growing international organisation
• A vibrant, multicultural workplace where Albanian-speaking professionals are truly valued
• And Much More..

Life in Bulgaria

Bulgaria is one of Europe's most captivating and affordable destinations, offering a rich tapestry of history, stunning natural landscapes, and a warm Mediterranean-influenced climate that enjoys long sunny summers and mild winters. Sofia, the vibrant capital of Bulgaria, is a modern, cosmopolitan city that seamlessly blends centuries-old architecture with a thriving contemporary arts, music, and dining scene. Whether you love exploring mountain trails in the Vitosha Nature Park just minutes from the city centre, or prefer unwinding at one of Sofia's stylish rooftop bars and restaurants, Bulgaria offers an enviable quality of life at a fraction of the cost of many Western European cities.

For professionals considering Jobs in Bulgaria, the country presents a compelling and genuinely exciting relocation proposition affordable living costs, a welcoming local community, and excellent transport connections to the rest of Europe make Bulgaria an outstanding base for building your career. Bulgaria's cuisine is a delicious fusion of Balkan, Mediterranean, and Eastern European flavours, and the country's legendary hospitality ensures that newcomers feel at home almost immediately. Relocating to Bulgaria as part of this Albanian Speaking Customer Service Agent position in Bulgaria is not just a career move it is the beginning of a truly enriching European adventure.