Customer Service Advisor - instashop

Role overview

Responsibilities

• Handle inbound calls and messages from customers, partners, and prospects.
• Clarify customer needs and resolve enquiries efficiently, accurately, and professionally.
• Coordinate with Rider Support and Partner Care on customer order fulfilment and delivery.
• Meet response-time, resolution, productivity, quality, and customer-satisfaction KPIs.
• Support partners across calls, emails, and chats, including remote assistance and basic IT troubleshooting.
• Escalate recurring failure patterns and other issues to the relevant team or line manager.
• Stay current on company policies and procedures.

Qualifications and requirements

• High school diploma or equivalent.
• At least 2 years of customer service or call-centre experience.
• Strong written and spoken English; Arabic is a plus.
• Able to multitask and handle high call volumes, with effective time management, organization, interpersonal, and problem-solving skills.
• Flexible to work rotational shifts, including weekends.