وصف الوظيفة
Role Overview
Customer Service Agent, English Speakers at Wheely, based in Dubai Internet City.
Company Overview
Wheely is redefining premium transportation across major cities in Europe, the US, and the Middle East. The company blends cutting-edge technology with five-star chauffeuring to deliver an experience trusted by more than 100,000 active riders and 1,200 corporate accounts. Wheely is a profitable, fast-growing scale-up with $43M raised and over $100M in annual revenue, currently expanding rapidly across the US and EMEA following a recent launch in New York City.
Role Purpose
The Customer Service team is directly responsible for facilitating perfect journeys for passengers. You will act as the voice of Wheely, conducting calls and chats with customers, protecting their time by providing timely solutions to their problems, and ensuring every need is met so each journey goes off without a hitch.
Key Responsibilities
Customer Service Delivery
- Ensure the highest levels of customer service are delivered to customers across multiple communication channels including calls, live chat, and emails.
- Provide exceptional customer service by adhering to rigorous luxury communication standards.
- Protect customer time by adhering to operational SLAs.
- Maintain customer satisfaction targets.
Issue Resolution
- Investigate and resolve customer and chauffeur issues quickly and efficiently.
Feedback & Escalation
- Understand, prioritize, and escalate customer feedback to senior management and relevant teams.
Contribution & Growth
- Contribute and make a meaningful impact on customers' experiences with the service and help the company continue to grow.
Qualifications & Experience
- Passion for exceptional customer service.
- Experience in a customer-facing role in the luxury service industry.
- Experience in a call centre (nice to have).
Skills & Competencies
- Excellent interpersonal and communication skills.
- Fluency in both spoken and written English.
- Technical proficiency.
- Ability to thrive in a fast-paced, high-volume contact center.
- Additional languages: French or Arabic (nice to have).
Additional Information
- Office-based role in Dubai Internet City in a 24/7 contact centre.
- Shift work including nights and weekends required.
- Flexibility to work various shifts.
- Competitive salary of AED 8,500 per month and quarterly KPI-based bonus.
- Private medical insurance.
- Best-in-class equipment provided.
- Monthly credit towards Wheely journeys.
- Professional development stipend.