📍 Job Overview

Job Title: Customer Support Representative, Bulgarian Speaking
Company: Takeaway
Location: Sofia, Sofia-Grad, Bulgaria
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-18
Experience Level: Entry Level (0-2 years)
Remote Status: On-site/Hybrid (3 days in office, 2 days remote)

🚀 Role Summary

Handle customer inquiries through various channels, primarily email and chat, in Bulgarian and English.
Troubleshoot and resolve issues related to orders, menus, and other aspects of the Takeaway platform.
Work in an international environment, supporting clients from different markets using translation software.
Maintain high customer satisfaction and partner satisfaction levels.

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a fast-paced, multitasking environment. Familiarity with customer support software and CRM systems would be an asset.

💻 Primary Responsibilities

Customer Communication: Handle customer inquiries professionally and efficiently via email, chat, and other channels, providing accurate information and resolving issues promptly.
Issue Resolution: Troubleshoot and resolve a wide range of customer issues, from order-related problems to technical difficulties with the Takeaway platform.
Data Management: Update customer and order information in the company's systems accurately and timely.
Collaboration: Work closely with other departments, such as the technical team, to resolve complex issues and improve overall customer experience.
Feedback Analysis: Gather and analyze customer feedback to identify trends, suggest improvements, and contribute to the enhancement of Takeaway's services.

📝 Enhancement Note: This role involves a high volume of customer interactions, requiring strong organizational skills and the ability to multitask effectively. Previous customer support experience would be beneficial but is not required.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree or certification would be an asset.

Experience: Previous customer support experience is not required but would be beneficial. Proven communication skills and a customer-focused mindset are essential.

Required Skills:

Language Skills: Fluent in Bulgarian and proficient in English (both written and spoken).
Communication Skills: Excellent written and verbal communication skills, with the ability to clearly and concisely explain complex information to customers.
Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve customer issues efficiently.
Computer Skills: Proficient in using computers and customer support software. Experience with CRM systems would be an asset.
Adaptability: Ability to work effectively in a fast-paced, dynamic environment, adapting to changes and learning new tools and processes as needed.

Preferred Skills:

Previous customer support experience.
Familiarity with the food delivery industry and Takeaway's platform.
Knowledge of additional languages, particularly those spoken in Takeaway's international markets.

📝 Enhancement Note: While previous customer support experience is not required, candidates with relevant experience may have an advantage in the application process. Takeaway values adaptability and a strong customer focus above all else.

📊 Portfolio & Project Requirements

Portfolio Essentials:

A well-structured and up-to-date CV, highlighting relevant experience, skills, and accomplishments.
Examples of customer support or related projects, demonstrating problem-solving skills, communication effectiveness, and customer focus.
Certifications or training courses related to customer support, communication, or language skills.

Technical Documentation:

A list of relevant tools, software, and technologies used in previous customer support roles or projects.
Examples of customer support processes, workflows, or standard operating procedures developed or improved upon in previous roles.

📝 Enhancement Note: While a traditional portfolio is not required for this role, candidates should be prepared to discuss their customer support experience, provide examples of successful issue resolution, and demonstrate their problem-solving skills during the interview process.

💵 Compensation & Benefits

Salary Range: Competitive salary, commensurate with experience and qualifications. The exact salary range is not specified, but Takeaway offers competitive compensation packages for all roles.

Benefits:

Competitive salary.
Fully paid training.
25 days of vacation.
Friendly work environment in Takeaway's Sofia office.
Hybrid work model (3 days in the office, 2 days remote).
Flexible shift hours, with opportunities for overtime and late shifts.
Taxi vouchers for late shifts.
Additional health insurance – premium package.
Team and company events.
Lunch order budget with the Takeaway.com app.
Preferential prices for Multisport/Coolfit card.
Career opportunities in a fast-growing global company.
Employee assistance program.
Employee referral bonuses.

📝 Enhancement Note: Takeaway offers a comprehensive benefits package, designed to support the well-being and professional development of its employees. The salary range for this role is competitive and commensurate with industry standards for customer support positions in Sofia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Takeaway operates in the fast-paced and dynamic online food delivery industry, connecting millions of customers with thousands of restaurants and food outlets worldwide.

Company Size: Takeaway is a large, global company with a significant presence in multiple markets. This provides opportunities for career growth and exposure to diverse international teams and cultures.

Founded: Takeaway was founded in 2000 and has since grown into a leading global online food delivery platform, operating in over 20 countries.

Team Structure:

The Customer Services team is responsible for handling customer inquiries and resolving issues across Takeaway's international markets.
The team is structured to support customers in various languages, with Bulgarian-speaking representatives handling inquiries from Bulgarian and international customers.
The team works closely with other departments, such as the technical team, to resolve complex issues and improve overall customer experience.

Development Methodology:

Takeaway uses Agile methodologies to manage its customer support operations, with a focus on continuous improvement and customer satisfaction.
The team uses customer support software and CRM systems to track and manage customer inquiries, ensuring efficient and effective issue resolution.
Regular team meetings and one-on-ones are held to discuss performance, address concerns, and identify opportunities for improvement.

Company Website: Takeaway.com

📝 Enhancement Note: Takeaway's customer support team operates in a dynamic, fast-paced environment, with a strong focus on customer satisfaction and continuous improvement. The team works closely with other departments to ensure that customer issues are resolved efficiently and effectively.

📈 Career & Growth Analysis

Customer Support Representative Role: This role involves handling customer inquiries, troubleshooting issues, and maintaining high customer satisfaction levels. It requires strong communication skills, cultural sensitivity, and the ability to thrive in a fast-paced, multitasking environment.

Reporting Structure: Customer Support Representatives report directly to the Customer Support Team Lead, who is responsible for managing day-to-day operations, performance, and career development within the team.

Technical Impact: This role has a direct impact on Takeaway's customer satisfaction scores, online reviews, and overall brand reputation. Effective issue resolution and customer communication can significantly improve customer loyalty and drive business growth.

Growth Opportunities:

Promotion to Senior Customer Support Representative: With experience and strong performance, representatives may be promoted to senior roles, involving more complex issue resolution, team leadership, and process improvement.
Transition to Other Roles: Customer Support Representatives may transition to other roles within Takeaway, such as Quality Assurance, Technical Support, or Customer Experience Management, depending on their skills, interests, and career goals.

📝 Enhancement Note: Takeaway offers clear career progression paths for its customer support representatives, with opportunities for promotion, internal mobility, and professional development. The company values adaptability, strong communication skills, and a customer-focused mindset in all its roles.

🌐 Work Environment

Office Type: Takeaway's Sofia office is a modern, collaborative workspace designed to facilitate teamwork and communication among customer support representatives and other departments.

Office Location(s): Takeaway's Sofia office is located in the heart of the city, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, encouraging teamwork and communication among customer support representatives.
Technological Infrastructure: Takeaway provides its customer support team with the latest tools and software, ensuring efficient and effective issue resolution.
Cross-Functional Collaboration: The customer support team works closely with other departments, such as the technical team, to resolve complex issues and improve overall customer experience.

Work Schedule: Customer Support Representatives work in shifts, covering Takeaway's operating hours from early morning to late evening, including weekends and public holidays. The work schedule is designed to provide customers with round-the-clock support and ensure that customer inquiries are handled promptly and efficiently.

📝 Enhancement Note: Takeaway's Sofia office is a modern, collaborative workspace designed to facilitate teamwork and communication among customer support representatives and other departments. The office is located in the heart of the city, with easy access to public transportation and nearby amenities.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, language proficiency, and cultural fit.
Customer Support Simulation: A role-play scenario, simulating customer interactions and issue resolution.
Face-to-Face Interview: An in-depth interview with the Customer Support Team Lead, focusing on problem-solving skills, customer focus, and cultural fit.
Final Decision: A final decision is made based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

Highlight relevant customer support experience and accomplishments.
Provide examples of successful issue resolution and customer communication.
Demonstrate strong problem-solving skills and a customer-focused mindset.

Technical Challenge Preparation:

Familiarize yourself with Takeaway's platform and customer support processes.
Practice common customer support scenarios and issue resolution techniques.
Brush up on your language skills, particularly Bulgarian and English.

📝 Enhancement Note: Takeaway's interview process is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit within the customer support team. The process involves a combination of role-play scenarios, face-to-face interviews, and a final decision based on the candidate's performance throughout the process.

🛠 Technology Stack & Web Infrastructure

Customer Support Software: Takeaway uses customer support software and CRM systems to track and manage customer inquiries, ensuring efficient and effective issue resolution. Familiarity with such tools is beneficial but not required for this role.

Translation Software: Takeaway provides translation software to support customer support representatives working with clients from different markets. Proficiency in using such tools is essential for this role.

📝 Enhancement Note: While specific customer support software and CRM systems are not mentioned, candidates should be prepared to discuss their experience with such tools and demonstrate their proficiency in using them during the interview process.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Takeaway's customer support team is committed to providing exceptional customer service, ensuring high customer satisfaction and loyalty.
Problem-Solving: The team is dedicated to resolving customer issues efficiently and effectively, with a strong focus on continuous improvement and learning.
Collaboration: The team works closely with other departments, such as the technical team, to resolve complex issues and improve overall customer experience.
Adaptability: The team is flexible and adaptable, able to thrive in a fast-paced, dynamic environment and learn new tools and processes as needed.

Collaboration Style:

Cross-Functional Integration: The customer support team works closely with other departments, such as the technical team, to resolve complex issues and improve overall customer experience.
Code Review Culture: The team maintains a culture of continuous improvement, with regular feedback and peer learning opportunities.
Knowledge Sharing: The team encourages knowledge sharing and mentoring, with regular training sessions and workshops focused on customer support best practices.

📝 Enhancement Note: Takeaway's customer support team operates in a dynamic, fast-paced environment, with a strong focus on customer satisfaction and continuous improvement. The team works closely with other departments to ensure that customer issues are resolved efficiently and effectively.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Language Barriers: Customer Support Representatives may encounter language barriers when communicating with customers from different markets. Proficiency in using translation software and strong communication skills are essential for overcoming these challenges.
Complex Issue Resolution: Some customer issues may be complex and require collaboration with other departments, such as the technical team, to resolve effectively. Strong problem-solving skills and a customer-focused mindset are essential for addressing these challenges.
High Volume of Inquiries: Customer Support Representatives may face a high volume of customer inquiries, particularly during peak hours. Effective time management and multitasking skills are essential for handling these challenges.

Learning & Development Opportunities:

Language Skills: Customer Support Representatives may have the opportunity to develop their language skills, particularly in Bulgarian and English, through regular customer interactions and training sessions.
Customer Support Best Practices: The team offers regular training sessions and workshops focused on customer support best practices, providing opportunities for professional development and growth.
Career Progression: With experience and strong performance, Customer Support Representatives may have the opportunity to progress to senior roles or transition to other roles within Takeaway, depending on their skills, interests, and career goals.

📝 Enhancement Note: Takeaway offers a dynamic and challenging work environment, with opportunities for professional development and growth. The company values adaptability, strong communication skills, and a customer-focused mindset in all its roles.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for role-play scenarios simulating customer interactions and issue resolution. Familiarize yourself with common customer support scenarios and practice your problem-solving skills.
Process Improvement: Prepare for questions about process improvement and continuous learning. Takeaway values employees who are proactive in identifying and addressing opportunities for improvement.
Customer Focus: Prepare for questions about customer focus and satisfaction. Takeaway places a strong emphasis on customer satisfaction and loyalty.

Company & Culture Questions:

Company Culture: Research Takeaway's company culture and values, and be prepared to discuss how your personal values align with the company's.
Customer Support Team Dynamics: Prepare for questions about teamwork, collaboration, and communication within the customer support team. Takeaway values employees who are strong team players and effective communicators.
Customer Experience: Prepare for questions about customer experience and satisfaction. Takeaway places a strong emphasis on providing exceptional customer service and ensuring high customer satisfaction and loyalty.

Portfolio Presentation Strategy:

Customer Support Portfolio: Prepare a portfolio showcasing your customer support experience, accomplishments, and problem-solving skills. Highlight examples of successful issue resolution and customer communication.
Customer Support Process Documentation: Prepare documentation outlining your approach to customer support processes, workflows, and standard operating procedures. This can include examples of process improvement and innovation.
Customer Support Software Proficiency: Prepare to discuss your proficiency in using customer support software and CRM systems. Familiarize yourself with Takeaway's customer support software and be prepared to discuss your experience with similar tools.

📝 Enhancement Note: Takeaway's interview process is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit within the customer support team. The process involves a combination of role-play scenarios, face-to-face interviews, and a final decision based on the candidate's performance throughout the process.

📌 Application Steps

To apply for this Customer Support Representative, Bulgarian Speaking position:

Prepare Your CV: Tailor your CV to highlight your relevant customer support experience, skills, and accomplishments. Ensure your CV is well-structured, up-to-date, and written in English.
Research Takeaway: Familiarize yourself with Takeaway's platform, customer support processes, and company culture. Prepare for interview questions about your understanding of the company and its values.
Prepare for the Phone/Video Screen: Practice common customer support scenarios and brush up on your language skills, particularly Bulgarian and English. Be prepared to discuss your customer support experience and problem-solving skills.
Prepare for the Customer Support Simulation: Familiarize yourself with Takeaway's customer support processes and practice common customer support scenarios. Be prepared to demonstrate your problem-solving skills and customer-focused mindset.
Prepare for the Face-to-Face Interview: Research Takeaway's company culture and values, and be prepared to discuss how your personal values align with the company's. Prepare for questions about teamwork, collaboration, and communication within the customer support team. Takeaway values employees who are strong team players and effective communicators.
Prepare for the Final Decision: Be patient and await Takeaway's final decision based on your performance throughout the interview process. If selected, you will be contacted to discuss the next steps in the onboarding process.

📝 Enhancement Note: Takeaway's application process is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit within the customer support team. The process involves a combination of phone/video screens, role-play scenarios, face-to-face interviews, and a final decision based on the candidate's performance throughout the process.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication skills, problem-solving abilities, and customer focus.
Include customer support best practices, issue resolution techniques, and customer experience principles.
Address customer support software and CRM systems, highlighting the importance of proficiency in using such tools.
Emphasize language skills, particularly Bulgarian and English, and the ability to communicate effectively with customers from diverse backgrounds.
Highlight the importance of adaptability, cultural sensitivity, and the ability to thrive in a fast-paced, multitasking environment.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and language-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support software and CRM systems relevant to the role, highlighting the importance of proficiency in using such tools.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize customer support team culture, cross-functional collaboration, and user impact measurement.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and language industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Customer Support & Language Focus:

Emphasize customer support best practices, issue resolution techniques, and customer experience principles.
Include specific language skills requirements, particularly Bulgarian and English, and the ability to communicate effectively with customers from diverse backgrounds.
Address customer support software and CRM systems, highlighting the importance of proficiency in using such tools.
Focus on problem-solving methods, performance optimization, and scalable customer support architecture.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, communication, or language skills.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

Customer Support Representative, Bulgarian Speaking