Albanian Speaking Customer Service Agent

Albanian Speaking Customer Service Agent
About Mercier Consultancy Group
Mercier Consultancy Group is a premier international recruitment and business process outsourcing firm with a strong presence across Europe, connecting exceptional multilingual talent with leading organisations in the customer support services sector and beyond. With a reputation built on integrity, excellence, and a genuinely candidate-first approach, we have proudly placed thousands of professionals in rewarding careers across the continent. At Mercier Consultancy Group, we don’t just find you a job — we help you build a career and a life you love.
Job Overview
Mercier Consultancy Group is currently seeking a motivated and professional Albanian Speaking Customer Service Agent to join a dynamic, fast-growing customer support services team based on‑site in Sofia, Bulgaria. This exciting Albanian‑speaking job opportunity places you at the heart of a world‑class support operation, where you will serve as the primary point of contact for Albanian‑speaking customers, delivering outstanding service experiences across multiple communication channels. If you are searching for Albanian‑speaking jobs or exploring Jobs in Bulgaria that offer genuine career progression, exceptional training, and a truly international environment, this Albanian Speaking Customer Service Agent position in Bulgaria is the ideal next step for you.
Key Responsibilities
Deliver prompt, courteous, and professional customer support to Albanian‑speaking clients via phone, email, and live chat channels
Accurately identify customer needs, troubleshoot issues, and provide effective resolutions in a timely manner
Maintain detailed and precise records of all customer interactions within the company’s CRM system, ensuring full compliance with data protection standards
Escalate complex or unresolved cases to the appropriate internal teams while ensuring seamless communication and follow‑up with the customer
Consistently meet and exceed individual and team performance KPIs, including customer satisfaction scores, response times, and first‑contact resolution rates
Stay fully up to date with product knowledge, service updates, and internal procedures to provide accurate and relevant information to customers at all times
Actively contribute to a positive, collaborative team environment within the customer support services department
Participate in ongoing training programmes and quality assurance sessions to continuously improve service delivery standards
Native or fluent Albanian language skills (both spoken and written) are essential for this role
Valid EU passport (mandatory)
A good working knowledge of English to communicate effectively within an international team environment
Previous experience in customer support services, contact centre operations, or a client‑facing role is advantageous, though not strictly required as full training is provided
Strong interpersonal and communication skills, with a natural ability to empathise with customers and resolve issues calmly and professionally
Comfortable working in a target‑driven environment with the ability to manage time effectively and handle multiple tasks simultaneously
A positive, solution‑focused attitude and genuine enthusiasm for delivering an exceptional customer experience
What We Offer
Competitive Monthly Salary, reflective of your experience and skills
Fully Paid Relocation Package — including flight, airport