Customer Service Advisor

About the role

As a Customer Service Advisor at instashop, you will be the front‑line contact for customers, partners and prospects, ensuring a high‑quality experience that drives satisfaction and loyalty. You will handle inbound calls and messages, resolve enquiries efficiently, and collaborate with internal teams to guarantee smooth order fulfillment.

Key responsibilities

• Handle calls, emails and chats from customers, partners and prospects, providing accurate information and timely assistance.
• Listen actively, ask probing questions and use available resources to resolve issues professionally.
• Work closely with Rider Support and Partner Care teams to ensure accurate and timely delivery of orders.
• Meet performance standards and KPIs such as response time, resolution rate, productivity, quality and customer satisfaction.
• Escalate recurring issues to the Escalations team or line manager when necessary.

Required profile

• High school diploma or equivalent.
• Minimum 2 + years experience in customer service or call‑centre environments.
• Strong verbal and written communication skills in English; Arabic is a plus.
• Ability to multitask, manage high call volumes and work flexible rotational shifts, including weekends.

Required skills

• Basic IT troubleshooting to support remote assistance and order fulfillment.
• Exceptional interpersonal and problem‑solving abilities.