Company Description In Time Ltd, founded in 1990, is a pioneer of express domestic courier services in Bulgaria, operating a nationwide network of 35 offices that cover 100% of the country. The company uses its own fleet of vehicles to provide a broad range of delivery services with flexible transit times tailored to customer needs. As the Authorized Service Contractor for UPS in Bulgaria, In Time connects customers to high-quality international delivery solutions across more than 215 countries and territories. The company’s portfolio of value-added services is designed to meet the dynamic demands of both personal and business clients. Through UPS’s global logistics network, In Time ensures reliable, on-time shipment of letters, samples, catalogues, spare parts, and more.

Role Description The Customer Service Specialist is a full-time, on-site role based in Sofia, Bulgaria. This role involves handling customer inquiries via phone, email, and in person, providing accurate information about domestic and international delivery services, transit times, and shipment tracking. The specialist will resolve issues related to shipments, delays, and service options, ensuring clear communication and a positive customer experience. Daily responsibilities include logging interactions in internal systems, coordinating with operations and logistics teams, and following established procedures to maintain service quality. The role also supports customer satisfaction initiatives by gathering feedback, identifying common issues, and suggesting improvements to processes and service offerings.

Qualifications

- Strong Customer Service and Customer Support skills, with the ability to manage inquiries and resolve issues professionally. - Focus on Customer Satisfaction and Customer Experience, ensuring a positive and efficient interaction at every touchpoint. - Excellent Phone Etiquette, including clear communication, active listening, and respectful handling of challenging situations. - Good written and verbal communication skills in Bulgarian; working proficiency in English is highly beneficial. - Ability to work on-site in Sofia, Bulgaria, in a fast-paced logistics and courier environment - Strong organizational skills, attention to detail, and ability to multitask while maintaining accuracy in data entry and documentation. - Comfort with using computer systems, CRM tools, and shipment tracking platforms; prior experience in logistics or courier services is an advantage. - Customer-oriented mindset, problem-solving abilities, and a collaborative approach to working with cross-functional teams.