Chat Support Specialist with Portuguese and English - Varna

About us!

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

As a Customer Support Specialist, you will play a key role in delivering an exceptional customer experience. Serving as the first point of contact, you'll support our customers through phone, chat, and email, ensuring their questions are answered and their issues are resolved with care and professionalism.

Join us in our cozy Varna office where ideas flow and teamwork thrives!

Job Description:
Respond to customer inquiries via chat, and email
Accurately document all customer interactions and case details in the CRM system
Follow communication procedures, guidelines, and policies.
Escalate complex or sensitive cases to the relevant internal teams while ensuring the customer is kept informed throughout
Navigating multiple systems simultaneously

Qualifications:

Native knowledge of Portuguese (C2) and good command of English (B2)
Excellent written and verbal communication skills
Strong computer literacy and the ability to navigate multiple systems and platforms with ease
Strong attention to detail and the ability to follow processes and guidelines accurately
Previous experience in a customer support or customer-facing role is an advantage
Willingness to work on shifts

What We Offer:
Attractive salary and long-term job security with a permanent contract
Relocation package to Varna
Work from our Varna office
21 days of paid annual leave
Additional health and life insurance
Meal and gift vouchers
Employee recognition programs
Individual training for professional development
Clear career prospects with internal promotion opportunities
Modern and pleasant work environment with cozy relaxation areas