Arabic‑Speaking Customer Support Representative – Sofia

About the role

Mercier Consultancy Group is looking for Arabic‑speaking professionals to join a customer support team in Sofia, Bulgaria. The role involves providing high‑quality assistance to Arabic‑speaking clients across phone, email and live‑chat channels.

Key responsibilities

• Deliver prompt and professional support to Arabic‑speaking customers via telephone, email and live chat.
• Diagnose and resolve enquiries, complaints and service requests in line with service level agreements.
• Record all interactions accurately in the company’s CRM and case‑management system.
• Escalate complex or sensitive issues to senior specialists or relevant internal teams.
• Collaborate with cross‑functional teams to ensure a seamless customer journey.
• Maintain up‑to‑date product knowledge and communicate accurate information.
• Contribute to team performance targets, quality benchmarks and customer satisfaction metrics.
• Participate in ongoing training and development programmes.

Required profile

• Native or fluent Arabic (spoken and written) – non‑negotiable.
• Valid EU passport.
• Good command of English (spoken and written) for internal communication.
• Previous experience in customer support, customer service or a related client‑facing role.

Required skills

• Proficiency in using CRM and case‑management tools.