Swedish and English Speaking Customer Support Specialist

About the role

A client of Sutherland, the world's largest international mobile virtual network operator, is looking for dedicated Voice Customer Support Associates to handle inbound customer service calls. The role is pure customer service with no sales or upsell, and the ideal candidate speaks both Swedish and English at B2 level (CEFR). The position is based in Sofia.

Key responsibilities

• Handle inbound interactions by voice and non-voice channels (email, chat) with prompt, accurate and courteous support
• Resolve customer issues according to established process guidelines and standard operating procedures
• Provide accurate information on prepaid and post-paid products, services, billing and technical troubleshooting
• Aim for First Contact Resolution and escalate complex issues with clear documentation
• Maintain compliance with regulatory requirements (FCC CPNI, Ofcom, ACMA where applicable), data privacy and internal guidelines
• Document interactions in the CRM system and close tickets properly
• Meet KPI targets such as AHT, FCR, schedule adherence, call quality and compliance

Required profile

• English at B2 level minimum, with clear, confident voice and no heavy accent interference
• Native or regional language at B2 level minimum
• Ability to work rotational shifts including early mornings, evenings, nights, weekends and holidays
• Comfortable with rotational week-offs and schedule changes
• Willing to undergo background verification and comply with regulatory requirements

Required skills

• Basic computer navigation, email and CRM systems
• Typing speed of at least 30 WPM with 90% accuracy (non-voice roles)
• Active listening, empathy, problem-solving and customer focus