Taking applicationsVoice Support·Posted 8d ago
Team Lead Customer Care – instashop
talabatVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Cairo, Egypt
EnglishLead level
About the role
A full-time, on-site team lead role in Cairo overseeing instashop customer care representatives and quality. It requires 4+ years in customer service or call centers, strong English, and availability for rotational shifts including weekends.
What you'll do
- Oversee customer service representatives
- Evaluate calls, chats and emails
- Handle escalated customer issues
- Ensure SLA and policy compliance
- Coach and motivate team members
- Improve workflows and reduce contact rates
- Collaborate with dispatch, merchant and rider support
- Monitor KPIs and prepare reports
What you'll need
- Bachelor's degree or relevant experience
- 4+ years in customer service or call center
- Strong English communication
- Coaching and leadership skills
- Multitasking and high call volumes
- Time management and organization
- Flexible rotational shifts including weekends
- Customer care mindset
Skills
Customer serviceTeam leadershipCoachingQuality monitoringKPI reportingProcess improvementEnglish communicationProblem-solving
About talabat
talabat, part of Delivery Hero, is a leading food, grocery and q-commerce platform in the Middle East. In Egypt it runs talabat Mart and instashop, with Cairo teams in customer care, live operations, sales and account management.
Online Delivery / Q-commerce5001-10000 employeesHQ: Dubai, UAE
More about talabat Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.