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DESCRIPTION
Location: Sofia, Bulgaria
Role: Dutch speaking Back-Office Agent
Salary: 1,804 EUR gross p/m plus up to 170 EUR performance bonuses gross p/m
Hours of work: 40 hrs per week, rotational between Monday - Friday: 09h00 EET – 19h00 EET and Saturday: 11h00 EET – 19h00 EET
Are you highly organised, detail-oriented, and passionate about delivering excellent customer service? We are looking for Dutch speaking Back Office Agent to join our client's growing team in Bulgaria. In this role, you will manage customer requests from start to finish, ensuring efficient processing, clear communication, and first-time-right resolutions. This is a back-office focused position with a strong administrative component, while also requiring occasional outbound calls to customers when additional clarification is needed.
What You'll Do
You will handle a variety of customer-related cases, including:
- Order Management (Process new customer orders and service requests, Follow up on existing orders, Ensure accurate and timely completion of all administrative actions)
- Customer Requests (Manage subscription and account changes, Process administrative updates and service modifications, Resolve customer requests efficiently through written communication)
- Complaint Resolution (Investigate and resolve customer complaints, Contact customers by phone when additional information is required, Take ownership of cases from initial investigation through to resolution)
- Credit Note Processing (Review and process customer compensation requests, Approve smaller adjustments independently, Coordinate approval processes for larger amounts)
What We're Looking For
- Previous experience in an administrative, back-office, customer service, or operations role
- Strong written and verbal communication skills
- Comfortable making outbound calls to customers when needed
- Excellent organisational and problem-solving abilities
- Ability to manage cases independently from start to finish
- Strong attention to detail and accuracy
- Team player with a proactive attitude
REQUIREMENTS
What We're Looking For
- Previous experience in an administrative, back-office, customer service, or operations role
- Strong written and verbal communication skills
- Comfortable making outbound calls to customers when needed
- Excellent organisational and problem-solving abilities
- Ability to manage cases independently from start to finish
- Strong attention to detail and accuracy
- Team player with a proactive attitude