Concierge Support Agent - Tier 2

About the role

A partner of a customer-focused client in Zonamerica, Montevideo, Uruguay, is hiring an Inbound Concierge Agent to support high-value customers and deliver a premium experience across several channels. Reporting to the Customer Support Team Lead, the agent handles calls, emails and live chat with a focus on first contact resolution, professionalism and handling several interactions at once. The position is on-site and permanent.

Key responsibilities

• Provide customer support by phone, email and live chat, identifying needs and resolving issues efficiently
• Strive for first contact resolution through clear, accurate and professional communication
• Manage multiple customer interactions at once while keeping productivity and service quality high
• Maintain strong product and service knowledge to help with queries, troubleshooting and upselling where appropriate
• Ensure every interaction delivers a positive, high-value customer experience
• Follow schedules, availability requirements and performance expectations
• Adhere to company policies, including the Code of Conduct and confidentiality standards
• Support team tasks and take on additional duties as required

Required profile

• At least 1 year of experience in a customer service or customer experience role
• Advanced or professional level of English, both spoken and written
• Ability to handle several interactions efficiently in a fast-paced environment
• Proactive, adaptable and team-oriented, motivated to grow in a results-driven setting
• Flexible availability to meet business needs

Required skills

• Basic computer troubleshooting skills
• Familiarity with contact centre tools and Microsoft Office (desirable)

What we offer

• Monthly food and transportation allowance
• Medical insurance
• Opportunity to move to a hybrid working model after 6 months