German Speaking Customer Service Agent - Work In Sofia, Bulgaria

Mercier Consultancy Group seeks a German-speaking Customer Service Agent for an onsite role in Sofia, Bulgaria. The position involves handling client inquiries via phone, email, and chat while meeting performance targets.

This position is part of a rapidly expanding customer support team. The successful candidate will work onsite in Sofia, Bulgaria, providing high-quality assistance to German-speaking clients across multiple communication channels.

Responsibilities

• Manage customer interactions through telephone, email, and live chat, ensuring professional and empathetic service.
• Address client inquiries, complaints, and requests efficiently while maintaining high satisfaction standards.
• Record and update customer data, case notes, and interaction history accurately within the CRM system.
• Work with internal departments and escalation teams to solve complex customer issues.
• Achieve and surpass key performance indicators, such as response times, first-call resolution rates, and customer satisfaction scores.
• Keep up to date with product changes, company policies, and service procedures.
• Engage in training sessions, team meetings, and performance evaluations.

Requirements

• Native or fluent proficiency in German, both spoken and written.
• Possession of a valid EU passport to ensure eligibility for relocation and employment.

Nice to have

• Functional English skills to support internal communications and training activities.
• Prior experience in customer service, support roles, or client-facing positions.

What the company offers

• A competitive monthly salary adjusted based on experience and language abilities.
• Comprehensive health insurance coverage.
• A fully paid relocation package covering flights to Sofia, airport transfers, and initial hotel stay.
• A one-time €1,500 signing bonus for new hires.
• Monthly performance bonuses tied to individual and team achievements.
• Fully paid training programs to ensure readiness from the first day.
• Clear career progression paths and ongoing professional development opportunities.

About the company

Mercier Consultancy Group operates as an international recruitment and business process outsourcing firm. The organization connects multilingual professionals with career opportunities in a supportive, multicultural environment that values individual contributions.

• The workplace is multicultural and supportive.
• Employee contributions are highly valued.