Customer Service Advisor

About the role

You will serve as the main point of contact for customers and vendors, managing order inquiries and feedback to ensure high quality support. This role involves maintaining order flow and acting as a senior resource for the broader support team.

Key facts

What you'll do

• Manage inbound inquiries from customers, partners, and prospects via phone and message channels.
• Provide polite and efficient assistance by identifying customer needs and using internal resources to resolve issues.
• Mentor Associates and Coordinators while providing floor support for complex situations.
• Coordinate with merchant and rider support departments to guarantee accurate order fulfillment.
• Track performance metrics including resolution rates, response times, and satisfaction scores.
• Assist partners with technical troubleshooting via email, chat, or phone.
• Escalate recurring service failures to management or the appropriate specialized teams.
• Maintain knowledge of internal policies to ensure accurate communication.
• Contribute to projects aimed at increasing business performance and customer happiness.

Requirements

• Bachelor degree.
• Ability to manage multiple tasks simultaneously during high call volume periods.
• Strong organizational and time management skills.
• Proficiency in English, both written and spoken.
• Availability to work rotational shifts, including weekends.
• Strong problem solving and interpersonal abilities.

Nice to have

• Prior experience in a customer service role.

Skills & tools

• IT troubleshooting
• Communication (verbal and written)
• Multitasking
• Performance metric management

Practical notes

InstaShop is a subsidiary of Delivery Hero, operating as a marketplace for q-commerce and food delivery. The company maintains a presence in Egypt, the UAE, and Greece.