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 assistance to high‑value clients across phone, email and live‑chat channels, ensuring a seamless experience from the first contact.

Key responsibilities

• Deliver high‑quality support via calls, emails and live chat, identifying customer needs and resolving issues promptly.
• Aim for first‑contact resolution through clear, accurate and professional communication.
• Handle multiple interactions simultaneously while maintaining productivity and service standards.
• Maintain up‑to‑date product and service knowledge to troubleshoot queries and upsell when appropriate.
• Adhere to scheduled availability, performance targets and company policies, including confidentiality standards.
• Support team initiatives and contribute to additional duties as required.

Required profile

• Minimum 1 year of experience in a customer service or experience‑focused role.
• Advanced/professional proficiency in spoken and written English.
• Ability to manage several customer interactions efficiently in a fast‑paced environment.
• Proactive, adaptable mindset with strong teamwork orientation.

Required skills

• Microsoft Office suite
• Familiarity with contact‑centre tools

What we offer

• Monthly food and transportation allowance
• Medical insurance coverage
• Opportunity to shift to a hybrid working model after six months