Croatian Speaking Support Specialist - Work In Sofia, Bulgaria

Croatian Speaking Support Specialist

About Mercier Consultancy Group

Mercier Consultancy Group is a premier European recruitment and business process outsourcing firm with a distinguished track record of connecting exceptional multilingual talent with world-class organisations across the globe. We specialise in placing skilled professionals into high-growth customer support services environments, helping both candidates and companies thrive. At Mercier Consultancy Group, we are committed to delivering a seamless, rewarding, and career-defining experience for every professional who joins our network.

Job Overview

We are actively seeking a motivated and customer-focused Croatian Speaking Support Specialist to join our dynamic customer support services team based on-site in Sofia, Bulgaria. This is an outstanding opportunity for Croatian-speaking professionals looking to build or advance a meaningful career in the customer support services industry within a collaborative, multicultural environment. If you are searching for Croatian-speaking jobs abroad that offer genuine career progression, exceptional benefits, and the excitement of living in one of Europe's most vibrant cities, this Croatian Speaking Support Specialist position in Bulgaria is the perfect match for you.

Key Responsibilities

Deliver high-quality customer support to Croatian-speaking clients via phone, email, and live chat channels, ensuring every interaction meets the highest standards of service excellence.

Accurately identify, assess, and resolve customer inquiries, concerns, and service issues within defined response time targets in the customer support services environment.

Maintain comprehensive and up-to-date records of all customer interactions, transactions, and case resolutions within the internal CRM system.

Escalate complex or unresolved issues to the appropriate internal departments or senior specialists in a timely and professional manner.

Proactively follow up with customers to confirm successful resolution of their queries and ensure a consistently positive support experience.

Collaborate closely with team leaders and colleagues across the customer support services department to continuously improve processes, share knowledge, and uphold service quality benchmarks.

Stay fully informed of product updates, service offerings, and company policies in order to provide accurate, informed, and helpful guidance to customers at all times.

Contribute to team performance goals by meeting and exceeding individual KPIs related to customer satisfaction, response times, and first-contact resolution rates.