Concierge Support Agent – Tier 2

About the role

The Concierge Support Agent – Tier 2 will provide high‑quality, personalised assistance to high‑value customers through calls, emails and live chat. Reporting to the Customer Support Team Lead, the role focuses on first‑contact resolution and maintaining a premium customer 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 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 appropriate upselling.
• Adhere to schedules, availability requirements and performance expectations.

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.
• Proactive mindset with strong teamwork skills.

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.