Concierge Support Agent – Tier 2

About the role

We are seeking a Concierge Support Agent – Tier 2 to join a fast‑growing customer‑focused team in Montevideo. The role involves delivering premium, multi‑channel support to high‑value customers through phone, email and live chat, with a strong emphasis on first‑contact resolution.

Key responsibilities

• Provide exceptional assistance via calls, emails and live chat, identifying customer needs and resolving issues efficiently.
• Aim for First Contact Resolution through clear, accurate and professional communication.
• Handle multiple customer interactions simultaneously while maintaining productivity and service quality.
• Maintain up‑to‑date product and service knowledge to troubleshoot queries and upsell where appropriate.
• 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

• Minimum 1 year of experience in a customer service or customer experience role.
• Advanced/professional level English communication skills, both verbal and written.
• Ability to manage multiple interactions efficiently in a fast‑paced environment.
• Proactive mindset with strong teamwork orientation.
• 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 and transportation allowance.
• Medical insurance.
• Opportunity to transition to a hybrid working model after six months.