Senior Customer Service Coordinator

About the role

Instashop is looking for a Senior Customer Service Coordinator to manage customer orders and ensure a seamless experience across its UAE, Egypt and Greece markets. You will be the primary point of contact for customers and vendors, providing timely assistance throughout the order lifecycle.

Key responsibilities

• Handle inbound calls, messages and chats from customers, partners and prospects.
• Deliver high‑quality service by listening, clarifying requirements and resolving enquiries efficiently.
• Mentor and support Associates and Coordinators, acting as a role model on the floor.
• Collaborate with rider support and merchant teams to guarantee accurate and on‑time deliveries.
• Meet performance metrics such as response time, resolution rate and customer satisfaction.
• Assist partners via calls, email or chat and provide basic IT troubleshooting for order fulfillment.
• Escalate recurring issues to the Escalations team or line manager.
• Stay updated on company policies to provide accurate information.

Required profile

• High school diploma (bachelor’s degree preferred).
• Minimum 3 + years experience in customer service or call‑center environments.
• Strong multitasking ability and capacity to handle high call volumes.
• Excellent time‑management, organizational and problem‑solving skills.
• Flexible schedule, willing to work rotational shifts including weekends.
• Fluent English communication, both verbal and written.

Required skills

• Basic IT troubleshooting.