Customer Service Advisor (Ecommerce)

TL;DR

Customer Service Advisor (Ecommerce): Managing customer orders and providing support to customers and vendors for the UAE account with an accent on communication, issue resolution, and performance metrics. Focus on handling inbound inquiries, mentoring junior staff, and coordinating between riders and merchants to ensure seamless delivery.

Location: Cairo, Egypt

Company

hirify.global / Instashop is a global leader in online food delivery and q-commerce operating in around 70 countries.

What you will do

• Handle inbound calls and messages from customers, partners, and prospects.
• Provide high-quality customer service by clarifying requirements and using resources to answer enquiries efficiently.
• Act as a role model and mentor to Associates and Coordinators, providing floor support for complex situations.
• Collaborate with rider support and merchant teams to ensure timely and accurate order delivery.
• Meet key performance metrics such as response time, resolution rate, and customer satisfaction.
• Provide remote basic IT troubleshooting for partners to ensure seamless order fulfillment.

Requirements

• Bachelor's degree is a must.
• Strong communication skills in English, both verbal and written.
• Flexible schedule and openness to work on a rotational shift basis, including weekends.
• Exceptional interpersonal and problem-solving skills.
• Ability to multitask and handle high call volumes.

Nice to have

• Customer service experience.

Culture & Benefits

• Inclusive and diverse work environment that celebrates all achievements.
• Opportunities for growth and success within a dynamic, motivated global team.
• Preferential consideration for severely disabled applicants with equal qualifications.
• Availability of specific accessibility support during the interview process.