Customer Service Advisor - instashop

About instashop

Role overview

Responsibilities

• Handle inbound calls and messages from customers, partners, and prospects.
• Listen, clarify requirements, ask probing questions, and resolve enquiries accurately and professionally using available resources.
• Coordinate with Rider Support and Partner Care to support timely, accurate order fulfillment and delivery.
• Meet KPIs for response time, resolution rate, productivity, quality, and customer satisfaction.
• Support partners via calls, emails, and chats, including remote assistance and basic IT troubleshooting.
• Escalate recurring failure patterns to the Escalations team or line manager as appropriate.
• Keep up to date with company policies and procedures to provide accurate information.

Qualifications and requirements

• High school diploma or equivalent.
• At least 2 years of customer service or call centre experience.
• Strong verbal and written communication skills in English and Arabic.
• Able to multitask and handle high call volumes, with effective time-management and organizational skills.
• Strong interpersonal and problem-solving skills.
• Flexible schedule and availability for rotational shifts, including weekends.