Albanian Speaking Customer Service Agent - Work In Sofia, Bulgaria

Mercier Consultancy Group; Portugal; On-site; EUR 11,000 - 18,000; Full time

Benefits offered by this job

Relocation package

Performance bonus

Training programme

Health insurance

Career development

Multicultural workplace

Job summary

Mercier Consultancy Group is seeking an Albanian Speaking Customer Service Agent to join on-site in Sofia, Bulgaria. You will be the primary contact for Albanian-speaking customers, delivering exceptional service across phone, email, and live chat channels.

The role requires native/fluent Albanian and good English, with full training provided. A relocation package, performance bonus, and health coverage accompany a structured development path within a fast-growing international team.

Qualifications

• Native or fluent Albanian language skills (spoken and written).
• Good working knowledge of English.
• Previous experience in customer support is advantageous.
• Familiar with CRM systems and data handling.

Responsibilities

• Deliver prompt, courteous, and professional customer support via phone, email, and live chat.
• Identify customer needs, troubleshoot issues, and provide effective resolutions.
• Maintain detailed records in the CRM system and comply with data protection standards.
• Escalate complex cases and ensure timely follow-up with customers.
• Meet and strive to exceed KPIs including CSAT, response times, and first-contact resolution.

Skills

Albanian language

English language

Customer service experience

CRM familiarity

Tools

CRM system

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

• 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

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.