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Customer Service Advisor - instashop

Delivery Hero
Dubai, UAE
Full-time
Onsite
Discovered 1 weeks ago
Customer serviceInbound call and message handlingCustomer issue resolutionActive listening and probing questionsOrder fulfillment coordinationCustomer service performance KPIs

Full Job Posting

About instashop

instashop is an online local marketplace operating in the UAE and Egypt and is part of Delivery Hero.

Role overview

The Customer Service Advisor supports customer satisfaction and loyalty by delivering professional service and resolving issues.

Responsibilities

  • Handle inbound calls and messages from customers, partners, and prospects.
  • Clarify customer needs, ask relevant questions, and resolve enquiries accurately and professionally.
  • Coordinate with Rider Support and Partner Care to support timely order fulfillment and delivery.
  • Meet response time, resolution, productivity, quality, and customer satisfaction KPIs.
  • Support partners via calls, emails, and chats, including remote assistance and basic IT troubleshooting.
  • Escalate recurring failures or other issues where appropriate and stay current on company policies and procedures.

Qualifications

  • High school diploma or equivalent.
  • At least 2 years of customer service or call-centre experience.
  • Strong written and spoken English; Arabic is a plus.
  • Able to multitask under high call volumes and demonstrate time management, organization, interpersonal, and problem-solving skills.
  • Flexible schedule and availability for rotational shifts, including weekends.
  • Demonstrates care for customer concerns and satisfaction.

Schedule

  • The role requires flexibility for rotational shifts, including weekends.

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