InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology company.

As a Customer Experience Manager at InstaShop, your primary responsibility would be to ensure exceptional customer experience by supervising and directing the customer service team within the Quality Assurance department. Your responsibilities include ensuring that all team members follow the company’s customer service policies and procedures, and that our customers receive high-quality service and support.
 

Primary responsibilities

• Lead a team of QA Associates and team leaders by providing training, coaching, and guidance to effectively handle customer inquiries, complaints, and feedback.
• Define and establish customer service objectives, key performance indicators, and targets, and regularly monitor and report on these metrics to maintain high levels of customer satisfaction.
• Develop and implement customer service policies and procedures to streamline operations and ensure consistent delivery of exceptional service.
• Oversee the timely and accurate handling of customer inquiries and requests, and ensure that customer feedback is captured and utilized to drive improvements in service delivery.