Customer Support Representative – Slovak Speaking (Sofia)

About the role

Mercier Consultancy Group is seeking fluent Slovak speakers to join its on‑site customer support team in Sofia, Bulgaria. This position offers the chance to work in a multicultural environment, providing assistance to Slovak‑speaking clients across telephone, email and live‑chat channels.

Key responsibilities

• Deliver high‑quality customer support to Slovak‑speaking clients via phone, email and live chat.
• Identify, assess and resolve enquiries, complaints and service requests in line with company standards and SLAs.
• Maintain up‑to‑date knowledge of products, services and internal processes.
• Log and manage interactions and case resolutions within CRM and ticketing systems.
• Collaborate with team leaders, back‑office and technical teams to escalate and resolve complex issues.
• Meet or exceed performance targets such as satisfaction scores, response times and first‑contact resolution.
• Contribute to a positive team culture by sharing best practices and assisting colleagues.
• Participate in training sessions, briefings and performance reviews.

Required profile

• Native or fluent Slovak (spoken and written).
• Valid EU passport.
• Good working knowledge of English for internal communication.
• Previous experience in customer support, contact‑centre or client‑facing roles is advantageous.
• Strong interpersonal and communication abilities.

Required skills