Customer Service Advisor - instashop

Job DescriptionAbout 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 channelProviding high quality customer service by listening attentively, clarifying customer requirements, probing for understanding and using resources for answering customer enquiries efficiently and politelyAct as a role model and mentor to the Associates and CoordinatorsResponsible for floor support, supporting the team-leader in assisting the team with complex situationsCollaborating with the rider support team and merchant team as such to ensure the timely and accurate delivery of ordersMeeting customer service performance metrics such as response time, resolution rate, and customer satisfactionSupporting 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 fulfillmentEscalating issues such as repeated patterns of failure points to the Escalations team or line manager where applicableStaying up-to-date on company policies and procedures to provide accurate information to customersParticipating in initiatives designed to improve customer satisfaction and business performance