Customer Support Associate – Polish & English - Relocation to Sofia, Bulgaria

Sutherland; Kraków; On-site; PLN 75,000 - 101,000; Full time

Benefits offered by this job

Relocation support

Health insurance

Paid training

Career development

International team

Job summary

Sutherland is seeking a customer support specialist to assist international telecom customers from Kraków, Poland. You will handle inbound inquiries via phone, email, and chat, focusing on resolving everyday service needs such as SIM activation and account questions.

This role emphasizes quality customer care with no upselling, documentation of interactions, and adherence to processes. Relocation support to Sofia is offered for eligible candidates, with an 1800 Euro base monthly pay plus

Qualifications

• Polish language at C1 level or higher.
• Excellent verbal and written communication.
• Strong computer literacy and multitasking abilities.

Responsibilities

• Handle customer inquiries through voice and non-voice channels.
• Resolve service-related issues and aim for first-contact resolution.
• Provide clear, professional, and empathetic support.
• Accurately document customer interactions.
• Follow established processes and procedures.

Skills

Polish C1

Communication skills

Computer skills

Education

Higher education

Tools

CRM systems

Job description

Sutherland is a global leader in Customer Experience Management, operating in 60 countries and supporting customers in 17 languages. In Bulgaria, our 2,000+ employees work from Sofia, Varna, Burgas, and remotely.

About the Role

Join our team supporting customers of a leading international telecommunications provider.

You’ll provide inbound customer support via phone, email, and chat, helping customers with everyday service needs such as SIM activation, top-ups, roaming, and account inquiries.

No sales or upselling — your focus is on solving customer issues and delivering a great experience.

What You’ll Do

• Handle customer inquiries through voice and non-voice channels
• Resolve service-related issues and aim for first-contact resolution
• Provide clear, professional, and empathetic support
• Accurately document customer interactions
• Follow established processes and procedures

Must-have

• Polish – C1
• Undergraduate, graduate, postgraduate education or equivalent
• Strong communication and computer skills
• Availability to work Monday–Saturday, 09:00–18:00

Nice to have

• Customer service, BPO, or telecommunications experience
• Experience with CRM/ticketing systems
• Strong problem-solving and customer-focused mindset

What We Offer

• 1800 Euro base pay + performance bonus
• Relocation support for eligible candidates moving to Sofia
• Additional health insurance
• Paid training and onboarding
• Ongoing learning and career development
• International and supportive work environment

Channels

Voice & email