Senior Customer Service Coordinator

About the role

instashop, part of Delivery Hero, is looking for a Senior Customer Service Coordinator in Cairo. You will manage customers' orders and act as the main point of contact for customers and vendors in the region, giving them help with inquiries, issues and feedback.

Key responsibilities

• Handle calls and messages from customers, partners and prospects through the inbound channel
• Provide high-quality service by listening carefully, clarifying needs and answering enquiries efficiently and politely
• Mentor and support Associates and Coordinators, and support the team leader with complex situations
• Work with the rider support and merchant teams so orders are delivered on time and accurately
• Meet performance metrics such as response time, resolution rate and customer satisfaction
• Support partners on calls, email and chat, and give basic IT troubleshooting for remote support
• Escalate repeated problems to the Escalations team or line manager
• Keep up to date on company policies and take part in initiatives to improve customer satisfaction

Required profile

• High school diploma or equivalent; bachelor's degree preferred
• At least 3 years of experience in customer service or call center roles
• Flexible schedule, open to rotational shifts including weekends

Required skills

• Strong English, spoken and written
• Ability to handle high call volumes and multitask
• Good time management and organizational skills
• Problem-solving and strong interpersonal skills