Concierge Support Agent – Tier 2

About the role

The client is seeking a Tier 2 Concierge Support Agent to provide high‑value, personalised assistance to premium customers across calls, email and live chat. Reporting to the Customer Support Team Lead, you will focus on first‑contact resolution while maintaining a professional, premium experience.

Key responsibilities

• Deliver exceptional support via calls, emails 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.
• Follow company policies, including Code of Conduct and confidentiality standards.

Required profile

• At least 1 year of experience in a customer service or experience role.
• Advanced/professional level English verbal and written communication.
• Ability to manage multiple interactions efficiently in a fast‑paced environment.
• Proactive mindset with strong teamwork skills.
• Flexible availability to meet business needs.

Required skills

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

What we offer

• Monthly food & transportation allowance.
• Medical insurance.
• Opportunity to transition to a hybrid working model after 6 months.