Mercatus Outsourcing is an international BPO & ITO service and solution provider based in Sofia. We specialize in providing multilingual customer and technical support, data entry, IT support, B2B lead generation, revenue growth, IT staffing, and software outsourcing services. As an end-to-end B2B sales & marketing agency, our aim is to connect leading brands with their potential customers worldwide.
We are looking for a customer-focused Customer Support Specialist fluent in German and English to join our clients support team. In this role, you will provide exceptional customer service through live chat, email, and phone, assisting customers with product inquiries, technical troubleshooting, warranty claims, and after-sales support. Your goal will be to deliver a positive customer experience while resolving issues efficiently and professionally.
*The position is full-time, Monday to Friday, from 12:00 PM - 20:00 PM Bulgarian time.
Key Responsibilities:
- Provide timely and professional customer support via live chat, email, and phone.
- Assist customers with product inquiries and recommend suitable products based on their needs.
- Guide customers through product installation, setup, configuration, and feature usage.
- Troubleshoot technical issues, identify root causes, and provide effective solutions.
- Process warranty claims, returns, exchanges, and RMA requests in accordance with company policies.
- Accurately document customer interactions and maintain records in the customer support system.
- Escalate complex technical issues to the appropriate internal teams when necessary.
- Manage multiple customer cases simultaneously while meeting service level agreements (SLAs).
- Deliver empathetic, customer-centric support and ensure high customer satisfaction.
- Stay up to date with product knowledge and participate in ongoing training and certification programs.
Qualifications:
- Fluency in German (C1/C2) and English (B2 or higher), both written and spoken.
- Previous experience in customer support, technical support, or a similar customer-facing role is preferred.
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical abilities with a customer-first mindset.
- Ability to explain technical concepts in a simple and easy-to-understand manner.
- Experience supporting customers via live chat, email, and phone.
- Comfortable using CRM or customer support platforms (e.g., Zendesk) and Microsoft Office applications.
- Ability to multitask, prioritise workload, and work efficiently in a fast-paced environment.
- Experience with warranty, after-sales support, or RMA processes is an advantage.
- Interest in consumer electronics, storage devices, computer hardware, or related technology is considered a plus.
What we offer:
- Possibility to work in a hybrid environment
- Further professional development in the constantly growing industry
- Working with international clients and projects
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