Customer Service Agent, English Speakers

About Wheely

Wheely is redefining premium transportation across major cities in Europe, the US, and the Middle East. We blend cutting-edge technology with the craft of five-star chauffeuring to deliver an experience trusted by more than 100,000 active riders and 1,200 corporate accounts.

We’re a profitable, fast-growing scale-up with $43M raised and over $100M in annual revenue. Having recently launched in New York City, we’re expanding rapidly across the US and EMEA. If you take pride in your craft and want to help shape the next chapter of our growth, we'd love to hear from you.

About the role

Wheelys Customer Service team are directly responsible for facilitating perfect journeys for our passengers. They provide exceptional customer service to our chauffeurs and passengers by ensuring every need is met and each journey goes off without a hitch. This team is obsessed with understanding our customers’ preferences and delighting them with our service.

A successful candidate will act as the voice of Wheely, conducting calls and chats with our customers, and protecting their time by providing timely solutions to their problems.

What you will be doing

Be responsible for ensuring the highest levels of customer service is delivered to our customers across multiple communication channels including calls, live chat and emails

Protect our customer's time by adhering to operational SLAs

Provide exceptional customer service by adhering to our rigorous luxury communication standards

Maintain customer satisfaction targets

Investigate and resolve customer and chauffeur issues quickly and efficiently

Understand, prioritise and escalate our customer's feedback to senior management and relevant teams

Contribute and make a meaningful impact on our customers' experiences with our service and help us continue to grow as a company

Requirements

Must-have:

Passion for exceptional customer service

Experience in a customer-facing role in the luxury service industry

Excellent interpersonal and communication skills

The ability to thrive in a fast-paced high volume contact center

Fluency in both spoken and written English

Flexibility, to be able to do shift work including nights and weekends, in the office

Technically proficient

Nice to have:

Additional languages - French, Arabic

Experience in a call centre

What we Offer

Office-based role in Dubai Internet City, which include nights and weekends in a 24/7 contact centre

Competitive salary of AED 8,500 per month and quarterly KPI-based bonus

Private medical insurance

Best-in-class equipment

Monthly credit towards Wheely journeys

Professional development stipend

All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice