Portuguese Speaking Customer Support Specialist - Work In Sofia, Bulgaria

Portuguese Speaking Customer Support Specialist

About Mercier Consultancy Group

Mercier Consultancy Group is a leading European recruitment and business process outsourcing firm with a distinguished track record of connecting exceptional multilingual talent with world-class organisations across the continent. We specialise in placing skilled professionals in customer support services, technology, finance, and beyond — delivering tailored staffing solutions that drive measurable results. At Mercier Consultancy Group, we are committed to empowering careers and helping both candidates and clients thrive in today's competitive global landscape.

Job Overview

We are actively seeking a talented and motivated individual to fill a Portuguese Speaking Customer Support Specialist position in Bulgaria, based on-site in the vibrant capital city of Sofia. This is a fantastic opportunity for Portuguese-speaking professionals who are passionate about delivering outstanding customer experiences within the customer support services industry. If you are looking for Portuguese-speaking jobs that combine career growth, international exposure, and an exceptional benefits package, this role with Mercier Consultancy Group is the perfect next step in your professional journey.

Key Responsibilities

Deliver high-quality customer support to Portuguese-speaking clients via phone, email, and live chat channels, ensuring first-contact resolution wherever possible.

Accurately log, track, and manage customer interactions and case resolutions using internal CRM and ticketing systems in compliance with company standards.

Identify customer needs, troubleshoot issues effectively, and escalate complex cases to the appropriate departments in a timely and professional manner.

Maintain an in-depth understanding of the client's products, services, and policies to provide informed, accurate, and helpful guidance to customers at all times.

Consistently meet and exceed individual and team KPIs including customer satisfaction scores (CSAT), average handle time, and first response time targets.

Collaborate constructively with team members, supervisors, and cross-functional departments to continuously improve customer support service delivery.

Contribute positively to quality assurance processes by participating in feedback sessions, coaching, and ongoing training programmes.

Uphold the highest standards of professionalism, empathy, and brand representation in every customer interaction across all communication platforms.