German-Speaking Customer Support Advisor (Telecom) - Remote Bulgaria

About the role

A global customer experience provider is recruiting German-speaking Customer Support Advisors for a telecommunications project in Bulgaria. You will be the direct line of support for German-speaking mobile and telecom subscribers in Germany, Austria and Switzerland, working remotely from anywhere in Bulgaria. The role combines technical troubleshooting, service advice and light commercial upselling.

Key responsibilities

• Support German-speaking customers by phone and email on mobile contracts, service plans and billing statements.
• Troubleshoot first-line technical issues, connectivity problems, device configuration and account settings.
• Handle complaints and inquiries professionally, aiming for first-contact resolution, and escalate complex cases to tier-two support.
• Document discussions, system changes and case resolutions in internal CRM tools.
• Analyse usage patterns and recommend plan upgrades, hardware or digital add-ons.
• Meet individual and team performance targets.

Required profile

• Strong German (C1) and working English (B1 or higher).
• High school diploma or equivalent; previous customer support, contact centre or retail experience is an asset, but entry-level applicants are encouraged to apply.
• Based in Bulgaria or willing to relocate; must complete an online pre-screening assessment.
• Willingness to attend a mandatory 1-week on-site nesting period in Varna after initial training.

What we offer

• Indefinite contract, 40 hours per week, Monday to Friday (09:00-19:00), weekends off.
• Competitive monthly base salary, welcome bonus in installments, KPI-based performance bonus after 3 months and uncapped sales bonuses.
• Private healthcare, daily meal allowance and co-financed fitness access.
• Relocation support for eligible EU citizens, including travel expenses and accommodation allowance for the first 3 months.
• Fully paid initial training and access to digital learning academies.