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.
• Valid EU passport or right to work in Bulgaria.
• Strong interpersonal skills and passion for customer support services.
• Previous experience in CX or customer-facing roles is an advantage.
• Ability to relocate to Sofia for an on-site position.

• Deliver premium-level support to customers via phone, email, and live chat within the customer support services sector.
• Represent clients by ensuring Polish-speaking users receive timely and accurate resolutions.
• Maintain a 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.
• Meet and exceed personal and team KPIs including response times and customer satisfaction scores.
• Participate in feedback loops to improve service quality in the Polish language market.

• Valid EU passport or right to work in Bulgaria required.
• Must relocate to Sofia, Bulgaria for the position.