Customer Service Advisor (instashop)

About the role:
As a Senior Customer Service Coordinator you will be responsible for managing the customer’s orders, ensuring that they receive timely and effective support throughout the order process. This is a vital role in our overall customer experience serving as the primary point of contact for both our customers and vendors within the region; providing them with assistance on their inquiries, issues or feedback.

Day-to-Day Responsibilities:

• Handling calls and messages from customers, partners, and prospects from our inbound channel
• Providing high quality customer service by listening attentively, clarifying customer requirements, probing for understanding and using resources for answering customer enquiries efficiently and politely
• Act as a role model and mentor to the Associates and Coordinators
• Responsible for floor support, supporting the team-leader in assisting the team with complex situations
• Collaborating with the rider support team and merchant team as such to ensure the timely and accurate delivery of orders
• Meeting customer service performance metrics such as response time, resolution rate, and customer satisfaction
• Supporting our partners with their queries or requests on various communication channels such as calls, emails or chats and remote support with basic IT troubleshooting to ensure seamless order fulfillment
• Escalating issues such as repeated patterns of failure points to the Escalations team or line manager where applicable
• Staying up-to-date on company policies and procedures to provide accurate information to customers
• Participating in initiatives designed to improve customer satisfaction and business performance

• High school diploma or equivalent; bachelor's degree preferred.
• Minimum 3+ years of experience in customer service or call center roles

What you will bring

• Ability to multitask and handle high call volumes
• Effective time management & organizational skills
• Exceptional interpersonal and problem-solving skills
• Flexible schedule and open to work on a rotational shift basis, including weekends
• Genuine care and concern for customer concerns and satisfaction
• Strong communication skills in English, both verbal and written