Customer Service Agent, French Speakers

Role Overview

Customer Service Agent, French Speakers at Wheely, based in Dubai Internet City.

Company Overview

Wheely redefines premium transportation across major cities in Europe, the US, and the Middle East, blending cutting-edge technology with five-star chauffeuring. The company serves 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 its 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 and protecting their time by providing timely solutions to their problems. You will ensure every need is met and each journey goes off without a hitch while obsessing over understanding customer preferences and delighting them with exceptional service.

Key Responsibilities

Customer Service Delivery

• Ensure the highest levels of customer service is delivered across multiple communication channels including calls, live chat and emails.
• Protect customer time by adhering to operational SLAs.
• Provide exceptional customer service by adhering to rigorous luxury communication standards.
• Maintain customer satisfaction targets.

Issue Resolution

• Investigate and resolve customer and chauffeur issues quickly and efficiently.

Feedback & Escalation

• Understand, prioritise and escalate customer feedback to senior management and relevant teams.

Impact & 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 and French.
• Technical proficiency.
• Additional languages: Arabic (nice to have).
• Ability to thrive in a fast-paced high volume contact center.

Additional Information

• Office-based role in Dubai Internet City in a 24/7 contact centre.
• Flexibility to work shift work including nights and weekends, in the office.
• Competitive salary of AED 9,000 per month and quarterly KPI-based bonus.
• Private medical insurance.
• Best-in-class equipment.
• Monthly credit towards Wheely journeys.
• Professional development stipend.