Senior Customer Service Advisor

About the role

instashop, part of the Delivery Hero group, is looking for a Senior Customer Service Advisor in Cairo. You will manage customers' orders and act as the main point of contact for customers and vendors, giving them help with their questions, issues and feedback.

Key responsibilities

• Handle calls and messages from customers, partners and prospects through the inbound channel
• Provide high-quality service by listening carefully, clarifying needs and answering enquiries efficiently and politely
• Mentor and support Associates and Coordinators, and support the team leader with complex situations
• Work with the rider support and merchant teams so orders are delivered on time and accurately
• Meet performance metrics such as response time, resolution rate and customer satisfaction
• Help partners with queries on calls, email and chat, and give basic IT troubleshooting for remote support
• Escalate repeated problems to the Escalations team or line manager
• Keep up to date with company policies and take part in initiatives to improve customer satisfaction

Required profile

• Bachelor's degree is required
• Customer service experience is a plus
• Open to a flexible, rotational schedule including weekends

Required skills

• Strong English, spoken and written
• Ability to handle high call volumes and multitask
• Good time management and organisational skills
• Problem-solving and strong interpersonal skills