Customer Service Advisor - instashop

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt . Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for new talents to join us on our success journey.

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.

• High school diploma or equivalent
• Minimum 2+ years of experience in customer service or call centre roles
• Strong communication skills in English, both verbal and written. Arabic is a plus.

• Ability to multitask and handle high call volumes
• Effective time management & organizational skills
• Exceptional interpersonal and problem-solving skills
• Flexible schedule and open to work on a rotational shift basis, including weekends
• Genuine care and concern for customer concerns and satisfaction