Customer Service Advisor Jobs in Dubai – talabat (instashop)

Customer Service Advisor jobs in Dubai are open at instashop, talabat’s online grocery marketplace, which is recruiting for a Customer Service Advisor to handle calls and messages from customers, partners and prospects. The role is full-time and on-site in Dubai, and it suits someone with at least two years of customer service or call centre experience who can resolve issues with professionalism across phone, email and chat. No closing date is stated on the official posting, so applications should be made promptly while the vacancy remains open.

instashop is headquartered in Dubai and is the leading online local marketplace in the UAE and Egypt. Since joining the Delivery Hero family in 2020, instashop has set the standard for convenience in everyday grocery and local shopping, with a team that keeps growing across the UAE, Egypt and Greece. The Customer Service Advisor plays a critical role in that growth: every resolved query protects customer satisfaction and loyalty, and every unresolved one costs the business a customer.

About talabat and instashop

talabat is the leading on-demand food and quick-commerce app for everyday deliveries in the region, operating in eight countries across the Middle East and North Africa. It is part of the Delivery Hero Group, the world’s pioneering local delivery platform. instashop is talabat’s grocery marketplace brand, letting customers order groceries and everyday essentials from local shops for fast delivery.

The instashop team in Dubai works from a collaborative workspace in City Walk. The company describes a high-performance culture built on engaged teams and growing talent density, with colleagues from every corner of the globe working in diverse, cross-cultural teams. Customer service sits at the heart of the operation, because the marketplace depends on customers, shop partners and riders all getting the support they need, when they need it.

Customer Service Advisor: role overview

As a Customer Service Advisor, the job holder plays a critical role in ensuring customer satisfaction and loyalty, ultimately contributing to the success of the business and to the overall instashop customer experience. The advisor provides an excellent customer service experience and resolves issues with the utmost professionalism, handling inbound calls and messages from customers, partners and prospects.

The work covers three groups: customers ordering groceries, shop partners fulfilling those orders, and riders delivering them. The advisor works closely with the Rider Support and Partner Care teams to make sure orders are fulfilled and delivered on time, and supports partners across calls, emails and chats, including basic IT troubleshooting to keep order fulfilment running smoothly.

Key responsibilities

The main duties of the role, as stated on the official Delivery Hero careers posting, are:

• Handle calls and messages from customers, partners and prospects from the inbound channel.
• Deliver high-quality customer service by actively listening to customers, clarifying their requirements, asking relevant probing questions to ensure full understanding, and effectively utilising available resources to resolve enquiries efficiently, accurately and professionally.
• Collaborate closely with the Rider Support and Partner Care teams to ensure the timely, accurate and efficient fulfilment and delivery of customer orders.
• Consistently meet established customer service performance standards and KPIs, including response time, resolution rate, productivity, quality and customer satisfaction.
• Provide timely and effective support to partners across multiple communication channels, including calls, emails and chats, while delivering remote assistance and basic IT troubleshooting to help ensure seamless order fulfilment.
• Escalate issues such as repeated patterns of failure points to the Escalations team or line manager, where applicable.
• Stay up to date on company policies and procedures to provide accurate information to customers.

Meeting KPIs is a core part of the job: response time, resolution rate, productivity, quality and customer satisfaction are all measured. The advisor is expected to spot patterns as well as solve single cases, escalating repeated failures so the underlying problem can be fixed rather than answered again and again.

Requirements and qualifications

To be considered for the role, candidates must meet the requirements stated on the official posting:

• High school diploma or equivalent.
• Minimum 2+ years of experience in customer service or call centre roles.
• 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 organisational skills.
• Exceptional interpersonal and problem-solving skills.
• Flexible schedule and open to work on a rotational shift basis, including weekends.
• Genuine care and concern for customer concerns and satisfaction.

The role is on-site in Dubai and runs on rotational shifts, including weekends, so candidates should be ready for shift work and high call volumes. English is essential; Arabic is an advantage but not a requirement.

What talabat and instashop offer

No salary figure is stated on the official job page, so none is given here. The posting describes working in a specially designed collaborative workspace in City Walk, Dubai, with opportunities for professional and personal growth and recognition, and a culture that champions inclusivity, diversity and collaboration. Full details of the employment package are provided by talabat during the recruitment process.

How to apply for the Customer Service Advisor job in Dubai

Applications are made through the official Delivery Hero careers portal, where talabat and instashop vacancies are listed. Candidates should prepare a CV that shows their customer service or call centre experience, their English communication skills, and their ability to handle high call volumes on a rotational shift basis. No closing date is stated on the posting, which was published on 14 October 2026, so interested candidates should apply while the vacancy is still listed.

Apply here on the official Delivery Hero careers page: Customer Service Advisor – instashop, talabat (job reference 75e1f496-ba58-484d-ad4d-6397d7025158).

talabat and Delivery Hero never charge candidates for recruitment. Job seekers should only apply through the official careers portal and should be wary of anyone asking for payment in connection with a talabat job.

Frequently asked questions

Where is this job based?
Dubai, UAE, on-site. The instashop team works from City Walk, Dubai.

What experience do I need?
A high school diploma or equivalent and a minimum of 2 years of experience in customer service or call centre roles.

What does the job involve?
Handling inbound calls and messages from customers, partners and prospects, resolving enquiries, supporting partners by phone, email and chat, and working with Rider Support and Partner Care to keep orders fulfilled and delivered on time.

Is a closing date stated?
No. The official posting, published on 14 October 2026, does not state a closing date.

Is a salary stated?
No. The official posting does not state a salary figure, so none is given here.