Croatian Speaking Customer Support Specialist

Job Overview

Mercier Consultancy Group is actively seeking motivated, customer-focused Croatian-speaking professionals to join our expanding Customer Support Services team based on-site in Sofia, Bulgaria. This position offers a dynamic and rewarding career path within a fast-paced, multicultural customer support environment, where your language skills and interpersonal abilities will be truly valued. If you are searching for Croatian-speaking jobs that offer genuine growth, international exposure, and a premium compensation package, this is the opportunity you have been waiting for.

Key Responsibilities

• Deliver outstanding customer support to Croatian-speaking clients via telephone, email, and live chat channels in a timely and professional manner.
• Accurately identify customer needs, diagnose issues, and provide clear, effective solutions aligned with company service standards.
• Maintain comprehensive and precise records of all customer interactions within the CRM system, ensuring data integrity at all times.
• Escalate complex or unresolved customer concerns to the appropriate senior support tiers, following established protocols.
• Collaborate closely with cross-functional teams to ensure a seamless and consistently positive end-to-end customer experience.
• Meet and exceed individual and team key performance indicators (KPIs), including customer satisfaction scores, resolution rates, and response times.
• Stay fully up to date with client product and service knowledge, as well as internal process updates, to deliver informed and accurate assistance.
• Contribute proactively to team meetings, training sessions, and continuous improvement initiatives within the Customer Support Services department.

Requirements

• Native or fluent Croatian language proficiency, both spoken and written, is an absolute requirement for this role.
• A valid EU passport is mandatory for relocation and employment eligibility purposes.
• A solid command of English (written and verbal) to facilitate internal communication and training.
• Previous experience in a customer support, customer service, or client-facing role within a contact centre or BPO environment is advantageous but not essential.
• Strong interpersonal and communication skills with a genuine passion for helping customers and resolving issues efficiently.
• Proficiency with standard digital tools, CRM platforms, and the ability to navigate multiple systems simultaneously in a live support environment.
• A positive, adaptable attitude and the ability to thrive within a multicultural, target-driven Customer Support Services setting.

What We Offer

• Competitive Monthly Salary reflective of your skills, experience, and contribution to the team.
• Fully Paid Training programme to ensure you are confident, capable, and set up for success from day one.
• Comprehensive Health Insurance coverage for your peace of mind throughout your employment.
• Fully Paid Relocation Package, including your return flight to Sofia, airport transfer, and initial hotel accommodation — making your move to Bulgaria completely stress-free.
• Monthly Performance Bonus rewarding your hard work, dedication, and achievement of customer support targets.
• €1,500 Signing Bonus (one-time payment) awarded to all new hires upon joining the team — a welcome reward for choosing to begin your journey with Mercier Consultancy Group.
• A vibrant, inclusive, and supportive multicultural workplace environment in the heart of Sofia.
• Clear career progression pathways and ongoing professional development opportunities within the Customer Support Services industry.