Albanian-Speaking Customer Support Agent Relocation: Sofia

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

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,