Customer chat support agent with Portuguese and English - on site in Varna, Bulgaria

Job description

Your Next Exciting Career Opportunity As a Customer Support Specialist (Portuguese & English), you will play a key role in supporting our customers. You will be their first point of contact, assisting them via chat and email with professionalism, empathy, and a customer-focused approach. This is primarily a non-voice project, with occasional outbound callbacks if required. Working hours: Monday to Sunday 13:00 to 22:00 on rotation Your Responsibilities Handle customer inquiries primarily via chat and email Accurately document all customer interactions and cases in the CRM system Follow communication guidelines and internal processes Escalate complex or sensitive cases to the appropriate teams while maintaining communication with customers Work efficiently across multiple systems and applications simultaneously Your Profile Native-level Portuguese (C1–C2) and good English skills (minimum B2) Excellent written and verbal communication skills Strong computer literacy and technical aptitude Detail-oriented, reliable, and well-organized Previous customer service or customer-facing experience is an advantage Highschool education or above Bonuses: 500 Euro Joining bonus 1000 Euro International Relocation to Varna, Bulgaria + up to 21 days accommodation secured by the company 500 Euro internal, domestic relocation bonus (from anywhere in Bulgaria to Varna) What We Offer Working hours: Monday to Sunday 13:00 to 22:00 Highly attractive salary and long-term job security with a permanent employment contract Work from our office in Varna 21 days of paid annual leave Additional health and life insurance Meal vouchers Employee recognition programs Comprehensive onboarding and continuous training Clear career paths and internal growth opportunities A modern and comfortable working environment with cozy break areas About Us For more than 37 years, Sutherland has been a global leader in Customer Experience Management (CXM). As a pioneer in automation and innovative customer solutions, we deliver exceptional service on behalf of our clients worldwide. With operations in 60 countries and a presence in Bulgaria since 2008, our diverse team of more than 2,000 professionals supports customers in 17 different languages from Sofia, Varna, Burgas, and remote locations.