Customer Service Advisor – UAE Account

About the role

Instashop, the leading online marketplace in the UAE and Egypt, is looking for a Customer Service Advisor to support its UAE account. You will be the primary point of contact for customers and vendors, ensuring smooth order processing and high‑quality support throughout the purchase journey.

Key responsibilities

• Handle inbound calls, messages, emails and chats from customers, partners and prospects.
• Provide accurate, courteous assistance by listening, clarifying requirements and using available resources.
• Mentor junior associates and coordinators, offering floor support and guidance on complex cases.
• Collaborate with rider support and merchant teams to guarantee timely and accurate order delivery.
• Meet performance metrics such as response time, resolution rate and customer satisfaction.
• Escalate recurring issues to the Escalations team or line manager.
• Stay updated on company policies and participate in initiatives to improve satisfaction and performance.

Required profile

• Bachelor’s degree (mandatory).
• Previous customer service experience is a plus.
• Ability to multitask, manage high call volumes and work flexible rotational shifts, including weekends.
• Strong written and verbal communication skills in English.
• Genuine concern for customer issues and a problem‑solving mindset.

Required skills

• Basic IT troubleshooting.