Concierge Support Agent – Tier 2

About the role

The client in Zonamerica, Montevideo seeks a Tier 2 Concierge Support Agent to deliver premium, multi‑channel assistance to high‑value customers. You will handle calls, emails and live‑chat interactions, aiming for first‑contact resolution while maintaining a professional and personalised experience.

Key responsibilities

• Provide exceptional support via phone, email and live chat, identifying needs and resolving issues efficiently.
• Strive for First Contact Resolution through clear, accurate communication.
• Manage multiple customer interactions simultaneously while maintaining productivity and service quality.
• Maintain strong product and service knowledge to assist with queries, troubleshooting and appropriate upselling.
• Adhere to schedules, availability requirements and performance expectations.

Required profile

• Minimum 1 year of experience in a customer service or experience role.
• Advanced/professional level English verbal and written communication.
• Proactive mindset with strong teamwork skills and ability to work in a high‑performance environment.

Required skills

• Basic computer troubleshooting.
• Familiarity with contact‑centre tools.
• Proficiency in Microsoft Office.

What we offer

• Monthly food and transportation allowance.
• Medical insurance.
• Opportunity to transition to a hybrid working model after six months.