German Speaking Customer Support Advisor | Remote in Bulgaria

German Speaking Customer Support Advisor | Telecommunications Solutions | Remote Bulgaria

Job Description

We are recruiting German-speaking Customer Support Advisors for a telecommunications project in Bulgaria, combining technical troubleshooting, service advisory, and light commercial upselling in partnership with a leading global customer experience provider.
In this role, you will be the direct line of support for German-speaking mobile and telecommunications subscribers across Germany, Austria, and Switzerland. Working remotely from anywhere in Bulgaria, you will handle inquiries related to mobile tariffs, billing statements, device troubleshooting, and network services, identifying suitable package enhancements to add genuine value to each user's experience.

Your Role

• Support German-speaking customers via telephone and email regarding mobile contracts, service plans, and billing statements.
  
• Troubleshoot first-line technical challenges, connectivity issues, device configurations, and account settings.
  
• Manage customer complaints and inquiries professionally, systematically working toward first-contact resolution.
  
• Escalate complex technical incidents or specialized billing adjustments to tier-two support teams when needed.
  
• Accurately document customer discussions, system changes, and case resolutions within internal CRM tools.
  
• Identify customer usage patterns and recommend suitable plan upgrades, hardware additions, or relevant digital add-ons.
  
• Deliver an empathetic, high-quality customer experience while consistently meeting individual and team performance metrics.
  

Your Qualifications

• Strong command of German (C1 level), both written and spoken.
  
• Working proficiency in English (B1 level or higher) for internal tools, initial training, and corporate communications.
  
• High school diploma or equivalent secondary education.
  
• Strong verbal communication, active listening, and conflict-resolution skills.
  
• Natural curiosity for technical support, mobile tech, and systematic troubleshooting.
  
• Previous experience in customer support, contact centers, or retail environments is an asset, but motivated entry-level applicants are encouraged to apply.
  
• Based in Bulgaria or willing to relocate to Bulgaria.
  
• Must complete the required online pre-screening assessment as part of the recruitment process.
  
• Willingness to attend a mandatory 1-week on-site nesting period in Varna following initial training.
  

The Offer

• Work Model & Location: Work from home anywhere within Bulgaria, with a mandatory 1-week on-site nesting phase in Varna following initial remote training (with flexibility for occasional on-site operational requirements as needed).
  
• Schedule & Contract: Indefinite employment contract, 40 hours per week, Monday to Friday (shifts between 09:00 and 19:00, weekends off).
  
• Compensation & Bonuses:
  
  • Competitive monthly base salary package.
    
  • Substantial welcome/signing bonus distributed in multiple installments across your initial months (beginning post-training).
    
  • Monthly KPI-based performance bonus (active after the initial 3 months).
    
  • Uncapped monthly sales bonuses for cross-selling and plan upgrades.
    
• Health & Lifestyle Benefits: Comprehensive private healthcare coverage, daily meal allowances, and co-financed corporate fitness access (Multisport and/or Coolfit cards).
  
• Relocation Package: Comprehensive relocation support for eligible EU citizens moving to Bulgaria, including:
  
  • Full travel expense reimbursement (covering flight, bus, or train tickets).
    
  • Monthly accommodation allowance provided across your first 3 months to assist with settling-in costs.
    
• Upskilling & Growth: Comprehensive, fully paid initial training, continuous access to digital learning academies, and clear avenues for internal advancement within a global BPO organization.