Arabic Speaking Customer Support Agent - Work In Sofia, Bulgaria

About the Company

Mercier Consultancy Group is a leading international recruitment and business process outsourcing organisation in Europe, known for matching multilingual professionals with top-tier employers across the region. The company focuses on placing talented candidates in premium customer support roles and aims to make the hiring journey smooth, supportive, and rewarding from initial contact through to the start of the role and beyond.

Role Overview

This full-time, on-site opportunity is for an Arabic-speaking Customer Support Agent to join a busy support team in Sofia, Bulgaria. The role is ideal for candidates who want to build their career in an international customer service setting while benefiting from a vibrant city lifestyle, professional development, and strong career prospects.

Key Responsibilities

• Provide high-quality support to Arabic-speaking customers through phone, email, and live chat, maintaining a professional and helpful approach in every interaction.
• Manage incoming and outgoing customer queries, resolving them accurately and efficiently while following internal procedures and service standards.
• Assess customer complaints, work toward timely solutions with empathy, and escalate more complex matters to the relevant team when required.
• Keep detailed and correct records of customer conversations, transactions, and resolutions in CRM and support systems.
• Work with teammates, team leaders, and other departments to improve service quality and customer satisfaction.
• Contribute to team targets and individual KPIs, including response time, resolution rate, and customer satisfaction goals.
• Stay informed about products, services, internal policies, and relevant industry updates so customers receive accurate guidance.
• Help new team members get up to speed by sharing useful knowledge, practical tips, and experience from the customer support environment.

Requirements

• Native or fluent Arabic communication skills, both spoken and written, are essential for regular customer interaction.
• A valid EU passport is required.
• Good English language skills, both verbal and written, are needed for training and internal communication.
• Experience in customer support, customer care, or another client-facing position is preferred, though applicants with strong service orientation are also welcome.
• Strong interpersonal skills with the ability to stay calm, empathetic, and solution-focused in difficult situations.
• Comfort using digital communication tools, CRM systems, and standard office software, with openness to learning new platforms.
• Excellent organisation, attention to detail, and the ability to handle several tasks in a fast-paced environment.

Benefits

• Competitive monthly pay aligned with skills and experience in the customer support field.
• Fully paid training to support a strong start in the role.
• Comprehensive health insurance.
• Fully paid relocation support, including flight, airport transfer, and hotel stay on arrival in Sofia.
• Monthly performance-based bonus.
• A one-time €1,500 signing bonus for new hires.
• A lively, multicultural, and encouraging team atmosphere in one of Europe’s most dynamic capitals.
• Clear advancement opportunities and continued professional growth within customer support.
• Additional perks and support beyond the items listed above.

Life in Bulgaria

Bulgaria offers a mix of natural beauty, cultural depth, and a welcoming atmosphere. Sofia combines modern city life with historic landmarks, including Roman ruins, Orthodox cathedrals, and a lively café scene. The country also offers warm summers, snowy winters, Black Sea beaches, and ski destinations such as Bansko and Borovets.

Professionals often choose Bulgaria for its high quality of life and lower cost of living compared with Western Europe. The country also has a varied food culture, featuring both international cuisine and local dishes, plus a friendly community that makes settling in easier. For Arabic-speaking candidates open to relocation, Bulgaria can be a strong base for building an international career.

Application Note

This opportunity is based in Sofia, Bulgaria, and is intended for candidates who are ready to work on-site. Relocation support is included as part of the offer.