Concierge Support Agent – Tier 2

About the role

We are looking for a Concierge Support Agent – Tier 2 to join our Customer Support team. In this role you will provide personalized, high‑quality support to high‑value customers through calls, emails and live chat, ensuring a consistently excellent customer experience.

Key responsibilities

• Provide exceptional customer support via calls, emails, and live chat, identifying needs and resolving issues efficiently.
• Strive for First Contact Resolution (FCR) through clear, accurate, and professional communication.
• Manage multiple customer interactions simultaneously while maintaining productivity and service quality.
• Maintain strong product and service knowledge to assist with queries, troubleshooting, and upselling where appropriate.
• Ensure all interactions deliver a positive and high‑value customer experience.
• Adhere to schedules, availability requirements, and performance expectations.
• Follow company policies, including Code of Conduct and confidentiality standards.
• Support team tasks and contribute to additional duties as required.

Required profile

• At least 1 year of experience in a customer service or customer experience role.
• Excellent verbal and written communication skills in English (advanced/professional level).
• Ability to manage multiple interactions efficiently in a fast‑paced environment.
• Basic computer troubleshooting skills, with familiarity in contact centre tools and Microsoft Office (desirable).
• Highly productive and adaptable approach within a high‑performance environment.
• Proactive mindset with strong teamwork skills.
• Motivation to grow within a results‑driven environment.
• Flexible availability to meet business needs.

Required skills

• Microsoft Office

What we offer

• Monthly food and transportation allowance.
• Medical insurance.
• Opportunity to transition to a hybrid working model after 6 months.
• Opportunities for professional development and learning.