Customer Advisor

Summary

Join Sutherland Bulgaria as a Luxury Hotel Customer Advisor and provide premium customer support to guests of luxury hotels worldwide. This remote role, based in Bulgaria, involves managing reservations, assisting guests with inquiries, and delivering exceptional service. You will handle bookings, cancellations, and special requests, ensuring all communication is professional and detailed. The position requires fluency in German and English, excellent communication skills, and experience in customer service or hospitality. Sutherland offers competitive salary, uncapped bonus, hotel discounts, health and life insurance, paid time off, and career development opportunities.

Requirements

• Be based in Bulgaria and have the ability to work remotely
• Be fluent in German and English (both written and spoken, B2 level or higher)
• Be available to work in shifts Monday to Sunday, between 9 AM and 10 PM
• Have excellent written and verbal communication skills, with a passion for providing exceptional customer service
• Be self-motivated and disciplined to work remotely, with a strong ability to manage your time
• Have experience in customer service or hospitality, ideally within the luxury hotel sector
• Be eager to work in a dynamic environment and deliver a high standard of service

Responsibilities

• Provide customer support and reservation services for luxury hotel properties across the globe, primarily via email, with occasional voice communication
• Handle customer inquiries related to bookings, cancellations, special requests, and loyalty programs
• Exceed customer expectations by providing proactive and personalized service
• Maintain an in-depth understanding of the hotel’s offerings and services to ensure accurate and helpful information
• Accurately document customer interactions using the company’s CRM system and ensure all requests are processed efficiently
• Ensure adherence to company policies, customer service standards, and performance goals
• Work within a team environment, collaborating to ensure smooth operations and the highest level of service

Benefits

• Competitive salary, plus an uncapped bonus
• Hotel Discounts: Access to discounted rates for hotel stays worldwide
• Health & Wellness: Additional health and life insurance, plus an Employee Assistance Program
• Work-Life Balance: 21 days of paid annual leave, plus 1.5 hours of paid breaks daily
• Career Development: Clear career paths, internal promotions, and professional certifications
• Flexible Working: Work-from-home opportunities, with the flexibility to visit the office when needed (Sofia-based employees)