Polish Speaking CX Specialist - Work In Sofia, Bulgaria

Mercier Consultancy Group is a premier international recruitment firm specializing in connecting top-tier talent with world-class organizations across the European BPO and customer support services landscape.

• Native or fluent Polish (spoken and written) proficiency.
• Professional command of English for communication within an international office.
• Valid EU passport or right to work in Bulgaria.
• Strong interpersonal skills and passion for customer support services.
• Previous experience in a CX or customer-facing role is a significant advantage.
• Willingness to relocate to Sofia for the on-site position.

• Deliver premium-level support to customers via phone, email, and live chat within the fast-paced customer support services sector.
• Represent clients with excellence, ensuring timely and accurate resolutions for Polish-speaking users.
• Maintain deep understanding of product updates and company policies to provide expert guidance.
• Document all interactions meticulously within the CRM system.
• Collaborate with cross-functional teams to escalate complex customer issues.
• Strive to meet and exceed personal and team KPIs, including response times and customer satisfaction scores.
• Actively participate in feedback loops to improve service quality in the Polish language market.