Customer Service Advisor - Online Marketplace

Talabat Holding; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

instashop in Dubai is seeking a Customer Service Advisor for its online marketplace. You will handle customer inquiries, coordinate with delivery and partner teams, and maintain a high standard of service to ensure orders are fulfilled and customers remain satisfied.

The role requires at least 2 years of customer service or call centre experience, strong English communication, and the ability to manage multiple inquiries in a fast-paced environment. Arabic is a plus.

Qualifications

• Minimum 2 years of experience in customer service or call centre roles.
• Strong verbal and written communication skills in English.
• Arabic language skills are an advantage.

Responsibilities

• Handle incoming calls and messages from customers and partners.
• Deliver professional customer service with active listening and clear responses.
• Coordinate with Rider Support and Partner Care to resolve order issues.
• Provide timely information and escalate when needed to ensure smooth fulfillment.

Skills

Customer service

Communication

Call centre experience

English

Arabic (advantage)

Education

High school diploma

Job description

Customer Service Advisor - Online Marketplace Job Snapshot

Role: Customer Service Advisor - Location: Dubai, United Arab Emirates - Industry: Internet - Function: Customer Support-Client Care - Experience: Minimum 2 years in customer service or call centre roles - Job Type: Full Time - Work Arrangement: On-site

instashop is looking for a Customer Service Advisor to deliver responsive, professional and reliable support to customers and business partners in Dubai, United Arab Emirates. In this role, you will handle incoming customer inquiries, resolve service concerns and coordinate with internal support teams to ensure orders are fulfilled and delivered efficiently. You will play an important part in maintaining customer satisfaction, building loyalty and delivering the convenient shopping experience that instashop customers expect. The position requires strong communication skills, effective problem-solving abilities and the confidence to manage multiple inquiries in a fast-paced online marketplace environment.

About instashop

Headquartered in Dubai, instashop is an online local marketplace serving customers in the UAE and Egypt. The company became part of Delivery Hero Group in 2020, joining a global business operating in online food delivery and quick commerce. With teams across the UAE, Egypt and Greece, instashop promotes collaboration, diversity and innovation while continuing to develop its marketplace services and customer experience.

Job Details

Country: United Arab Emirates - City: Dubai - Industry: Internet - Function: Customer Support-Client Care - Salary: Not disclosed - Gender: No Preference - Candidate Nationality: Not specified - Job Type: Full Time - Work Arrangement: On-site

What You Will Do

Customer Communication and Inquiry Resolution

• Handle incoming calls and messages from customers, business partners and prospective customers through designated inbound communication channels.
• Deliver professional customer service by actively listening to inquiries and understanding individual requirements.
• Ask relevant follow-up questions to clarify concerns and gather the information needed for effective resolution.
• Use available systems, information and support resources to resolve inquiries accurately and efficiently.
• Provide clear and timely responses while maintaining a courteous and helpful communication style.
• Address customer concerns with professionalism and a genuine commitment to customer satisfaction.

Order Fulfillment and Delivery Coordination

• Collaborate closely with Rider Support and Partner Care teams to resolve order-related issues.
• Coordinate with relevant teams to support accurate and timely customer order fulfillment.
• Assist in resolving communication or operational issues that may affect order preparation and delivery.
• Share relevant information with internal support teams to facilitate efficient problem resolution.
• Help maintain a seamless customer experience throughout the order fulfillment and delivery process.

Partner Support and Technical Assistance

• Provide timely assistance to business partners through telephone calls, emails and chat channels.
• Respond to partner inquiries and support the resolution of operational concerns.
• Deliver remote assistance and basic IT troubleshooting when required.
• Help partners address technical difficulties that may interrupt order processing or fulfillment.
• Coordinate with relevant support teams when an issue requires additional investigation or specialized assistance.
• Maintain clear communication with partners until the appropriate resolution or escalation has been arranged.

Customer Service Performance

• Consistently work toward established customer service performance standards and key performance indicators.
• Monitor personal performance against response time, resolution rate, productivity, service quality and customer satisfaction expectations.
• Manage incoming inquiries efficiently while maintaining accuracy and professionalism.
• Balance multiple customer and partner requests according to urgency and service requirements.
• Maintain service quality during periods of high call and message volumes.
• Apply feedback and established procedures to improve the effectiveness of customer interactions.

Issue Escalation and Service Improvement

• Identify recurring customer concerns, operational difficulties and repeated service failures.
• Escalate unresolved issues and recurring failure patterns to the Escalations team or line manager when appropriate.
• Provide clear information about reported problems to support further investigation and resolution.
• Recognize when an inquiry requires additional support beyond the available resources.
• Follow established escalation procedures to help minimize service disruption and customer dissatisfaction.

Policies and Service Knowledge

• Stay informed about company policies, procedures and relevant operational updates.
• Apply current service guidelines when responding to customers and partners.
• Provide accurate information based on established company processes.
• Maintain awareness of available support resources and communication procedures.
• Follow applicable customer service standards during daily interactions.

Qualifications and Experience

• High school diploma or equivalent qualification.
• Minimum 2 years of experience in customer service or call centre roles.
• Strong verbal and written communication skills in English.
• Arabic language skills are an advantage.
• Ability to communicate professionally with customers, partners and internal support teams.
• Experience handling customer inquiries and resolving service-related concerns.

What You Will Bring

Communication and Customer Care

• Excellent interpersonal skills and a customer-focused approach.
• Ability to listen carefully, understand concerns and communicate appropriate solutions.
• Genuine care for customer needs, concerns and satisfaction.
• Professional and respectful communication across different support channels.

Problem-Solving

• Strong analytical and problem-solving abilities.
• Ability to identify the cause of customer or partner issues and determine appropriate next steps.
• Confidence in escalating complex or recurring problems when necessary.
• Attention to accuracy when providing information and resolving inquiries.

Organization and Multitasking

• Ability to manage multiple responsibilities and handle high call volumes.
• Effective time management and organizational skills.
• Ability to prioritize inquiries while maintaining service quality.
• Capacity to work efficiently in a fast-paced customer support environment.

Teamwork and Flexibility

• Ability to collaborate effectively with Rider Support, Partner Care and other internal teams.
• Willingness to work on a rotational shift schedule, including weekends.
• Flexibility in responding to changing service demands and operational priorities.
• Commitment to achieving individual and team customer service objectives.

Your Impact at instashop

As a Customer Service Advisor, you will contribute directly to the quality and reliability of the instashop customer experience. By resolving inquiries, supporting business partners and coordinating with delivery-related teams, you will help customers receive timely assistance throughout their shopping journey. Your ability to communicate clearly, handle concerns professionally and maintain consistent service standards will support customer satisfaction, loyalty and the efficient operation of instashop 's online marketplace.