Customer Service Advisor (instashop)

About 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.

About 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 channel
• Providing high quality customer service by listening attentively, clarifying customer requirements, probing for understanding and using resources for answering customer enquiries efficiently and politely
• Act as a role model and mentor to the Associates and Coordinators
• Responsible for floor support, supporting the team-leader in assisting the team with complex situations
• Collaborating with the rider support team and merchant team as such to ensure the timely and accurate delivery of orders
• Meeting customer service performance metrics such as response time, resolution rate, and customer satisfaction
• Supporting 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 fulfillment
• Escalating 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
• Participating in initiatives designed to improve customer satisfaction and business performance

• High school diploma or equivalent; bachelor's degree preferred.
• Minimum 3+ years of experience in customer service or call center roles

What you will bring

• 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
• Strong communication skills in English, both verbal and written