Customer Service Advisor

About the role

You will act as a primary point of contact for customers and vendors, managing order inquiries and resolving issues to maintain high service standards. This position involves mentoring team members and collaborating across departments to ensure efficient order fulfillment within the instashop marketplace.

Key facts

What you'll do

• Manage inbound communication from customers, partners, and prospects via phone and digital channels.
• Provide polite and accurate assistance by identifying customer needs and utilizing available resources.
• Mentor associates and coordinators while providing floor support for complex situations.
• Coordinate with rider and merchant teams to ensure accurate and timely order deliveries.
• Track and meet performance targets regarding response times, resolution rates, and customer satisfaction.
• Assist partners with remote IT troubleshooting and order fulfillment requests.
• Escalate recurring service failures to management or the dedicated escalations team.
• Stay informed on internal policies to provide consistent guidance.
• Contribute to projects aimed at enhancing business performance and user satisfaction.

Requirements

• High school diploma or equivalent required; bachelor degree preferred.
• Minimum 3 years of experience in call center or customer service environments.
• Ability to manage high volumes of calls and multitask effectively.
• Strong organizational and time management skills.
• Proficiency in English, both written and verbal.
• Availability to work rotational shifts, including weekends.
• Strong interpersonal and problem-solving capabilities.

Skills & tools

• Customer service software
• Basic IT troubleshooting
• Verbal and written communication
• Conflict resolution
• Multitasking

Practical notes

instashop is part of the Delivery Hero group. The role requires flexibility regarding working hours to accommodate a rotational shift schedule.