Arabic Speaking Customer Support Professional

Job Overview

Mercier Consultancy Group is actively seeking motivated, customer-focused Arabic-speaking professionals to join a leading Customer Support Services team based on-site in Sofia, Bulgaria. This position offers an exceptional opportunity to utilise your native or fluent Arabic language skills within a fast-paced, international customer support environment, delivering outstanding service experiences to Arabic-speaking clients across a range of channels. Whether you are an experienced customer service professional or an ambitious individual looking to launch a fulfilling career in the Customer Support Services industry, this role provides the platform, training, and compensation package to help you thrive.

Key Responsibilities

• Deliver high-quality customer support to Arabic-speaking clients via telephone, email, and live chat, ensuring all interactions are handled with professionalism and efficiency.
• Accurately diagnose and resolve customer enquiries, complaints, and service requests in a timely manner, in line with company service level agreements.
• Maintain detailed and precise records of all customer interactions within the company's CRM and case management systems.
• Escalate complex or sensitive customer issues to the appropriate internal teams or senior support specialists when required.
• Collaborate effectively with cross-functional teams across the Customer Support Services operation to ensure a seamless and positive customer journey.
• Stay fully up to date with product knowledge, service updates, and internal processes to provide accurate and current information to customers at all times.
• Actively contribute to team performance targets, quality assurance benchmarks, and customer satisfaction metrics.
• Participate in ongoing training and development programmes to continuously enhance your customer support skills and product expertise.

Requirements

• Native or fluent Arabic language skills (spoken and written) are essential for this role — this is a non-negotiable requirement for all applicants.
• Valid EU passport is mandatory.
• A good working knowledge of English (written and spoken) to communicate effectively within an international team environment.
• Previous experience in customer support, customer service, or a related client-facing role within the Customer Support Services industry is advantageous, though not strictly required.
• Strong communication and interpersonal skills, with a genuine commitment to delivering exceptional customer experiences.
• Proficiency in standard computer applications and the ability to navigate CRM platforms and support ticketing systems with ease.
• A positive, solutions-oriented attitude, with the ability to remain calm and professional under pressure in a busy customer support environment.

What We Offer

• Competitive Monthly Salary reflective of your skills and experience within the Customer Support Services sector.
• Fully Paid Training Programme to ensure you are thoroughly prepared and confident from day one.
• Comprehensive Health Insurance coverage for your peace of mind.
• Fully Paid Relocation Package — including your return flight to Sofia, airport transfer, and hotel accommodation upon arrival.
• Monthly Performance Bonus rewarding your dedication, results, and contribution to the team.
• €1,500 Signing Bonus (one-time payment) awarded to all successful new hires joining the team.
• A vibrant, multicultural, and supportive workplace environment within a respected international organisation.
• Clear career progression pathways and professional development opportunities within the Customer Support Services industry.