Concierge Support Agent - Tier

Concierge Support Agent - Tier 2Location: Zonamerica – Montevideo, UruguayOn-site | Permanent
The BackgroundWe are partnered with a dynamic and customer-focused client based in Zonamerica –Montevideo, Uruguay, committed to delivering exceptional service .
Due to continued growth and a strong focus on premium customer experience, they are now looking to appoint an Inbound Concierge Agent to support high-value customers and deliver a consistently excellent service across multiple channels.
The RoleReporting into the Customer Support Team Lead, the Concierge Support Agent will be responsible for delivering high-quality, efficient, and personalised support to high-value customers via calls, emails, and live chat. This role requires a strong focus on first contact resolution, professionalism, and the ability to manage multiple interactions while maintaining a premium customer experience.
Key responsibilities include:Providing exceptional customer support via calls, emails, and live chat, identifying needs and resolving issues efficientlyStriving for First Contact Resolution (FCR) through clear, accurate, and professional communicationManaging multiple customer interactions simultaneously while maintaining productivity and service qualityMaintaining strong product and service knowledge to assist with queries, troubleshooting, and upselling where appropriateEnsuring all interactions deliver a positive and high-value customer experienceAdhering to schedules, availability requirements, and performance expectationsFollowing company policies, including Code of Conduct and confidentiality standardsSupporting team tasks and contributing to additional duties as required
You…To be successful in this role, you will have:At least 1 year of experience in a customer service or customer experience roleExcellent verbal and written communication skills in English (minimum advanced/professional level required)Ability to manage multiple interactions efficiently in a fast-paced environmentBasic computer troubleshooting skills, with familiarity in contact centre tools and Microsoft Office (desirable)A highly productive and adaptable approach within a high-performance environmentA proactive mindset with strong teamwork skillsMotivation to grow within a results-driven environmentFlexible availability to meet business needs
BenefitsMonthly food & transportation allowanceMedical InsuranceOpportunity to transition into a hybrid working model after 6 months
If you are interested to find out more, please apply for the role with an up-to-date copy of your CV. If you have any questions that you would like to discuss first, please call Ali on +44 7508 753 939.