German Speaking Customer Support Specialist | Sportswear Brand | Sofia

Job Description

We are recruiting German-speaking Customer Support Specialists for an on-site project in Sofia, Bulgaria, supporting a globally renowned, trendsetting sportswear and athletic apparel brand in partnership with a leading international customer experience provider.
In this role, you will deliver premium omnichannel support to German-speaking athletes, fitness enthusiasts, and lifestyle shoppers across Germany, Austria, and Switzerland. You will assist customers with pre- and post-purchase inquiries, order logistics, and product recommendations, ensuring every interaction reflects the brand's energetic and customer-first ethos.

Your Role

• Handle inbound customer inquiries in German across digital channels, including voice, email, and live chat.
  
• Provide consultative assistance on sizing, product specifications, material technologies, warranties, and availability.
  
• Manage order life cycles, including order tracking, delivery updates, modifications, returns, exchanges, and refunds.
  
• Troubleshoot customer account, payment, and promo code queries efficiently and courteously.
  
• Log all interactions, customer details, and case resolutions accurately within CRM and order management systems.
  
• Uphold defined service level agreements (SLAs), first-contact resolution rates, and brand communication standards.
  
• Collaborate with peers and team leadership to drive continuous service improvements and operational efficiency.
  

Your Qualifications

• Native or near-native fluency in German (C1/C2 level), both written and spoken.
  
• Good working proficiency in English for systems navigation, training modules, and internal communication.
  
• Strong verbal communication, active listening, and empathetic problem-solving abilities.
  
• Customer-centric mindset with composure and professionalism in a fast-paced environment.
  
• Comfort navigating multiple browser tabs, order management systems, and communication platforms simultaneously.
  
• Prior experience in customer service, retail, contact centers, or e-commerce is an advantage, but motivated candidates with a passion for sportswear are encouraged to apply.
  
• Based in Sofia or eligible to relocate to Bulgaria.
  

The Offer

• Work Location & Schedule: Full-time, 100% on-site position at modern offices in Sofia, Bulgaria, working standard weekday shifts (Monday to Friday, typically 10:00 to 19:00, weekends off).
  
• Compensation & Bonuses: Competitive monthly base salary package supplemented by monthly performance-based bonuses (available after the third month of employment).
  
• Perks & Allowances: Monthly food vouchers, monthly transportation allowance, and co-financed corporate sports/gym card.
  
• Health & Wellness: Comprehensive private health insurance plan with an included dental package.
  
• Relocation Package: Comprehensive relocation support for eligible candidates moving to Bulgaria, including:
  
  • Full reimbursement of verified travel expenses (flights, bus, train, or fuel) paid with your first salary.
    
  • Dedicated hotel accommodation provided by the company (up to 5 days prior to start date and up to 30 days after arrival).
    
  • A substantial relocation bonus paid with your first salary following hotel check-out.
    
• Training & Culture: Structured, fully paid initial training program, ongoing coaching, and a dynamic, multicultural team environment with direct support throughout the onboarding journey.