Albanian‑Speaking Customer Support Specialist – Sofia

About the role

We are looking for a native or fluent Albanian speaker to join our customer support team in Sofia, Bulgaria. The role involves providing high‑quality assistance to Albanian‑speaking clients through phone, email and live chat, while representing a leading international recruitment and BPO firm.

Key responsibilities

• Handle inbound and outbound inquiries from Albanian‑speaking customers, delivering accurate information and troubleshooting assistance.
• Record and manage each case in the internal CRM system, ensuring detailed and up‑to‑date documentation.
• Escalate complex or sensitive issues to senior specialists or relevant internal teams in a timely manner.
• Identify and suggest improvements to enhance the overall customer experience.
• Meet established service level agreements, quality standards and compliance requirements.
• Collaborate with a multicultural team and participate in regular training and performance reviews.

Required profile

• Native or fluent Albanian language skills, both spoken and written.
• Valid EU passport.
• Strong communication abilities and a customer‑focused attitude.
• Ability to work on‑site in Sofia and adapt to a fast‑paced call‑center environment.

Required skills

• Proficiency in using CRM software to log and track customer interactions.