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.
Job DescriptionAbout the Role
Join our team supporting customers of a leading international telecommunications provider.
You’ll provide inbound customer support via phone, 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
What We’re Looking For
Must-have:
- Polish – C1
- English – B2
- Undergraduate, graduate, postgraduate education or equivalent
- Strong communication and computer skills
- Availability to work on shifts 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
- Competitive salary + performance bonus
- Additional health insurance
- Food vouchers
- Paid training and onboarding
- Relocation support for eligible candidates moving to Sofia
- Ongoing learning and career development
- International and supportive work environment
Work model: Onsite – Sofia
Working hours shifts : Monday–Saturday, 10:00–19:00
Channels: Voice & mail
Skills Required
- Polish language proficiency at C1 level
- English language proficiency at B2 level
- Undergraduate, graduate, postgraduate education, or equivalent
- Strong communication skills
- Strong computer skills
- Availability to work Monday-Saturday shifts
- Customer service, BPO, or telecommunications experience
- Experience with CRM or ticketing systems
- Strong problem-solving and customer-focused mindset
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
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