Customer Support Associate with Swedish & English – Sofia

Inbound customer support role for a telecom provider, handling phone, email and chat inquiries such as top-ups, SIM activation and roaming questions, with no sales involved. The position is onsite in Sutherland's Sofia office, Monday to Friday 10:00–19:00, and requires Swedish and English at B2 or above.

• Handle inbound customer inquiries via phone, email, chat and other supported channels
• Assist with top-ups, SIM activation, roaming usage and general account questions
• Resolve customer concerns and aim for first-contact resolution
• Document customer interactions accurately
• Follow established processes and procedures
• Provide professional, clear and empathetic support

• Swedish minimum B2 level
• English minimum B2 level
• Undergraduate, graduate, postgraduate education or equivalent
• Strong verbal and written communication skills
• Good computer skills and ability to work with multiple systems
• Availability Monday to Friday, 10:00–19:00
• Onsite work from the Sofia office

Sutherland works with global brands on AI, automation, cloud and customer experience operations. In Egypt it runs large contact centers in Cairo and Alexandria that hire English and multilingual customer service representatives, usually with transport, medical insurance and paid training. These roles are on-site.