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Date:  12-Nov-2022
Company:  Yettel Bulgaria

Sofia, BG

Customer Service Process Specialist ( 2 year temporary contract)

We are Yettel!

Yettel Bulgaria, part of PPF Telecom Group, is a telecommunications company that connects over 3 million customers to people, devices and businesses. Until March 2022, the company operated on the Bulgarian market as Telenor Bulgaria.

We are a company that wants to discover, develop and invest in technology to serve people in the most useful and effective way for them. At Yettel, we believe that a balanced life is a better life. That's why we do everything we can to help people balance the things that matter to them, to make better choices, especially when it comes to technology and its role in our lives.

We want to create the future together with you. That's why we at Yettel are ready to discover and develop your talent and unique skills as we change the world together.


Role Overview:


Responsible for definition, implementation, testing and development of existing and new processes in the area of Call Center Operations. Participate actively in new systems and tools design, features’ clarifications and testing; as well as preparation of training materials


Your responsibilities will be:

•    Participate actively in describing procedures concerning the Call Center Operations activities, related to proper execution of activation, deactivation and subscribing of customers served via different channels (consumer and business) according to the current company rules
•    Ensure proper understanding of the processes facilitating the activities of the department
•    Responsible for gathering descriptions and requirements of the  Operations processes and activities in relation to implementation and development of the respective systems and tools supporting and/ or affecting these processes
•    Responsible to ensure the system functionalities meet the legal and internal requirements for the respective processes in Call Center and escalates issues if necessary
•    Collaborate with the colleagues in the department in case of changes in the respective processes – including definition and description of the impact, preparing materials

We expect from you:

•    Secondary education
•    Minimum 2-year experience in Telecom or Contact Center operations.
•    Project management skills

•    PC skills, including Word, Excel, Power Point 
•    Excellent organizational skills
•    Excellent interpersonal and communication skills
•    Excellent presentation skills 
•    Excellent knowledge of English language




  • Positive workplace culture where you would receive all the support you need from your peers and managers in order to achieve your personal and team goals
  • Annual bonus based on your personal performance
  • Preferential prices for mobile devices and accessories
  • Unlimited mobile services and mobile internet
  • Flexible working hours
  • Monthly food and gift vouchers
  • Transportation allowance
  • Additional health insurance


Challenge yourself! Discover new opportunities!

Over its 20 years history on the Bulgarian market, the company has built a strong track record as a pioneer in wireless and beyond, launching Bulgaria’s first commercial 4G network in 2015, the first VoLTE service in 2018 and paving the way for the development of 5G with the country’s first 5G network test. Yettel’s sector-leading approach to infrastructure has won four consecutive Best in Test certificates awarded by the global gold-standard benchmarking organization umlaut. 
Today, Yettel Bulgaria employs more than 1800 people, operates more than 180 retail stores, with its mobile network covering more than 99% of the Bulgarian population.

Join Yettel now by sending us your up-to-date CV. 

Only shortlisted applicants will be contacted with information about next steps of our selection process.

Applicants are treated with strict confidentiality following the applicable personal data protection legislation.  

Apply now »