Concierge Support Agent – Tier 2

About the role

We are seeking a Tier 2 Concierge Support Agent to join a fast‑growing, customer‑focused team in Montevideo. The role involves delivering premium, personalised assistance to high‑value clients across phone, email and live‑chat channels.

Key responsibilities

• Provide exceptional support 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 interactions simultaneously while maintaining productivity and service quality.
• Maintain up‑to‑date 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

• Minimum 1 year of experience in a customer service or experience role.
• Advanced/professional level of written and spoken English.
• Ability to manage several 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 and transportation allowance.
• Medical insurance.
• Opportunity to transition to a hybrid working model after six months.