Customer Service Agent, English Speakers

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, recently launched in New York City and expanding rapidly across the US and EMEA.

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, and protecting their time by providing timely solutions to their problems. This role is obsessed with understanding customer preferences and delighting them with exceptional service.

Key Responsibilities

Customer Service Delivery

• Deliver the highest levels of customer service 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.

Business Impact

• 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.
• Additional languages: French, Arabic (nice to have).
• Ability to thrive in a fast-paced high-volume contact center.

Additional Information

• Office-based role in Dubai Internet City with shift work including nights and weekends in a 24/7 contact centre.
• Flexibility required for shift work including nights and weekends.
• 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.