Icelandic‑Speaking Customer Support Specialist – Sofia

About the role

We are seeking a fluent or native Icelandic speaker to join a leading international brand’s customer support team in Sofia, Bulgaria. In this front‑line position you will handle inquiries from Icelandic‑speaking customers via telephone, email and live chat, providing courteous and solution‑focused assistance.

Key responsibilities

• Deliver high‑quality support to Icelandic‑speaking clients across phone, email and live‑chat channels.
• Diagnose and resolve customer questions, complaints and service requests promptly.
• Record all interactions accurately in the internal CRM and case‑management system.
• Escalate complex issues to senior support tiers according to established procedures.
• Identify opportunities to improve the customer experience and share feedback.
• Collaborate with a multicultural team to meet performance targets.
• Stay informed about product updates, service changes and company policies.
• Maintain compliance with data‑protection and confidentiality standards.

Required profile

• Native or fluent Icelandic (spoken and written).
• Valid EU passport or legal right to work in the EU.
• Strong command of English (minimum B2 level).
• Previous experience in customer support or a client‑facing role is advantageous, but not mandatory.

Required skills

• Proficiency with CRM and case‑management tools.
• Basic computer literacy and ability to navigate multiple communication platforms.

What we offer

• Competitive compensation package.
• Full training and opportunities for career development.
• Dynamic, multicultural work environment in Sofia.