Airline Customer Support Specialist with English | Remote within Bulgaria

Sutherland

3d•Remote

About The Position

Join Sutherland to support customers of a leading airline with their travel arrangements. The position is fully remote within Bulgaria, with occasional office visits for specific company events or activities. Customer support is provided via phone and chat, using different systems and tools. The role is offered on a permanent employment contract. Schedules are either day shifts only, consisting of 8-hour shifts scheduled between 6:00 AM and 9:00 PM, or fixed night shifts, such as 6:00 PM–2:00 AM, 7:00 PM–3:00 AM, or 11:00 PM–7:00 AM. The successful candidate will provide professional, customer-focused assistance, resolve issues efficiently, follow established procedures and quality standards, document interactions, and collaborate with the team to deliver an excellent customer experience.

Requirements

English proficiency at C1 level or higher.
Excellent communication and problem-solving skills.
A customer-focused attitude and attention to detail.
Ability to work independently in a remote environment.
Flexibility to work rotating shifts, weekends, and public holidays.

Nice To Haves

Previous customer service experience.
Familiarity with airline reservation systems.

Responsibilities

Assist airline customers via phone and chat with questions and requests related to their travel arrangements.
Provide professional, customer-focused support and help resolve issues efficiently.
Follow established procedures and quality standards.
Document customer interactions and work with different systems and tools.
Collaborate with the team to deliver an excellent customer experience.