Dutch-Speaking Customer Support Representative

Dutch-Speaking Customer Support Roles – Sofia, Bulgaria

For Dutch speakers looking for general Customer Service (CS) positions in Sofia, the market is currently very active. These roles are typically within the BPO (Business Process Outsourcing) sector, supporting global brands in retail, tech, or e-commerce.

Role Overview

In this position, you will serve as the primary point of contact for Dutch-speaking customers. Your goal is to provide high-quality assistance across various communication channels, ensuring a seamless and positive experience with the brand.

Common Responsibilities

• Multichannel Communication: Responding to customer inquiries via phone, email, and live chat.
• Inquiry Handling: Assisting with order tracking, account management, product questions, and billing issues.
• Problem Solving: Identifying customer needs, troubleshooting issues, and providing accurate solutions or alternatives.
• Database Management: Accurately documenting customer interactions and case details in the CRM system.
• Policy Compliance: Following established communication procedures, guidelines, and policies to ensure brand consistency.
• Escalation: Coordinating with internal teams to resolve complex cases when necessary.

Candidate Requirements

• Language Skills: Native or near-native proficiency in Dutch (C1/C2) and a good command of English (B2) for internal communication and training.
• Education: High school diploma is mandatory.
• Experience: Previous experience in customer service, hospitality, or retail is preferred but not always required—fully paid training is usually provided.
• Soft Skills: Excellent communication, empathy, listening skills, and the ability to remain calm under pressure.
• Tech Literacy: Comfortable using basic computer systems and managing multiple browser tabs/tools simultaneously.

What is Typically Offered

• Relocation Package: (For those moving from abroad) Flight reimbursement, initial hotel accommodation, and assistance with local registration.
• Training: Comprehensive fully paid onboarding program.
• Schedule: Various options ranging from standard Monday-Friday (e.g., 10:00–19:00) to rotational shifts (24/7).
• Additional Benefits:
  • Private health and dental insurance.
  • Food vouchers and transportation allowance.
  • Multisport card and office perks (relaxation zones, social events).