Job Description
Provide information and assistance to customers from various
backgrounds via inbound / outbound calls / emails / chat / social media
for e.g. Facebook, Twitter, LinkedIn, WeChat, etc.).
Answer, escalate and follow up all requests in order to ensure
proper response and quality of service.
Register all details related to customer interactions in the data
base and update the knowledgebase.
Be the image of the company and follow the company's Internal
Regulations, policies as well as the service’s work instructions and
processes.
Fulfill additional assignments (for e.g. support for other col-
leagues / countries / locations / new services / satisfaction surveys).
Meet the service key performance indicators.
Get involved in the continuous development and improvement of
processes and service.
Qualifications
C1 or native language level (verbal & written) for Bulgarian
B1 / B2 or higher English language level (verbal & written)
Basic Knowledge in MS-Office (Excel, Word, Outlook)
High sense of responsibility, patience, urgency and customer sup-
port
Flexible and driven to solve customer’s requests
Ability to work under pressure and good team engagement
Confident and willing to learn
Very good communication skills (empathy; active listener, etc.)
Proactive and responsible in finalizing all assigned tasks
Willingness to work in shifts
Previous customer support experience is a plus
Experience with social media like e.g. Facebook, Twitter is a plus 
