As a Customer Service Advisor, you will play a critical role in ensuring customer satisfaction and loyalty, ultimately contributing to the success of our business and to the overall instashop customer experience. You will provide an excellent customer service experience and resolve issues with utmost professionalism. Handling calls and messages from customers, partners, and prospects from our inbound channel. Deliver high-quality customer service by actively listening to customers, clarifying their requirements, asking relevant probing questions to ensure full understanding, and effectively utilizing available resources to resolve enquiries efficiently, accurately, and professionally. Collaborate closely with the Rider Support and Partner Care teams to ensure the timely, accurate, and efficient fulfillment and delivery of customer orders. Consistently meet established customer service performance standards and KPIs, including response time, resolution rate, productivity, quality, and customer satisfaction. Provide timely and effective support to partners across multiple communication channels, including calls, emails, and chats, while delivering remote assistance and basic IT troubleshooting to help ensure seamless order fulfillment. Escalate 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.