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

Role Purpose

The Customer Service team are directly responsible for facilitating perfect journeys for passengers. You will provide exceptional customer service to chauffeurs and passengers by ensuring every need is met and each journey goes off without a hitch, acting as the voice of Wheely and protecting customer time by providing timely solutions to their problems.

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
• Contribute and make a meaningful impact on customer 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
• Call centre experience (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, Arabic (nice to have)

Additional Information

• Office-based role in Dubai Internet City 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