Concierge Support Agent – Tier 2

About the role

The Concierge Support Agent – Tier 2 will join a fast‑growing customer‑focused team in Montevideo. Reporting to the Customer Support Team Lead, you will provide premium, multi‑channel assistance to high‑value clients, ensuring a seamless experience across calls, email and live chat.

Key responsibilities

• Deliver exceptional support via phone, email and live chat, quickly identifying customer needs.
• Achieve first‑contact resolution through clear, professional communication.
• Handle several customer interactions simultaneously while maintaining high productivity.
• Maintain up‑to‑date product knowledge to troubleshoot issues and upsell when appropriate.
• Adhere to schedules, availability requirements and company policies, including confidentiality standards.
• Support team initiatives and perform additional duties as needed.

Required profile

• Minimum 1 year of experience in a customer service or experience role.
• Advanced/professional level English communication skills, both spoken and written.
• Ability to work efficiently in a fast‑paced environment handling multiple interactions.
• Proactive, adaptable mindset with strong teamwork orientation.

Required skills

• Microsoft Office proficiency.
• Familiarity with contact‑centre tools.
• Basic computer troubleshooting abilities.

What we offer

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