Customer Service Advisor - instashop

Role Overview

Customer Service Advisor at instashop, a Delivery Hero company headquartered in Dubai. The role is based in the UAE or Egypt region.

Company Overview

instashop is the leading online local marketplace in the UAE and Egypt. Since joining Delivery Hero 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. The organization champions inclusivity, diversity, and collaboration, creating an environment where achievements are celebrated and success is driven forward.

Role Purpose

As a Customer Service Advisor, you will play a critical role in ensuring customer satisfaction and loyalty, ultimately contributing to the success of the business and the overall instashop customer experience. You will provide excellent customer service and resolve issues with utmost professionalism.

Key Responsibilities

Customer Support & Issue Resolution

• Handle calls and messages from customers, partners, and prospects through inbound channels.
• Deliver high-quality customer service by actively listening to customers, clarifying their requirements, and asking relevant probing questions to ensure full understanding.
• Resolve enquiries efficiently, accurately, and professionally using available resources.
• Provide timely and effective support to partners across multiple communication channels, including calls, emails, and chats.
• Deliver remote assistance and basic IT troubleshooting to help ensure seamless order fulfillment.

Collaboration & Coordination

• Collaborate closely with the Rider Support and Partner Care teams to ensure timely, accurate, and efficient fulfillment and delivery of customer orders.

Performance & Escalation

• Consistently meet established customer service performance standards and KPIs, including response time, resolution rate, productivity, quality, and customer satisfaction.
• Escalate issues such as repeated patterns of failure points to the Escalations team or line manager, where applicable.

Compliance & Knowledge

• Stay up-to-date on company policies and procedures to provide accurate information to customers.

Qualifications & Experience

• High school diploma or equivalent.
• Minimum 2+ years of experience in customer service or call centre roles.

Skills & Competencies

• Strong communication skills in English, both verbal and written. Arabic is a plus.
• Ability to multitask and handle high call volumes.
• Effective time management and organizational skills.
• Exceptional interpersonal and problem-solving skills.
• Genuine care and concern for customer concerns and satisfaction.

Additional Information

• Flexible schedule and open to work on a rotational shift basis, including weekends.