وصف الوظيفة
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, 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. This role involves acting as the voice of Wheely, conducting calls and chats with customers and protecting their time by providing timely solutions to their problems.
Key Responsibilities
Customer Service Delivery
- Ensure 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.
- Conduct calls and chats with customers and chauffeurs.
Issue Resolution & Support
- Investigate and resolve customer and chauffeur issues quickly and efficiently.
- Protect customer time by adhering to operational SLAs.
- Maintain customer satisfaction targets.
Feedback & Escalation
- Understand, prioritize and escalate customer feedback to senior management and relevant teams.
- Contribute and make meaningful impact on customers' experiences with the service.
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 and French.
- Technical proficiency.
- Ability to thrive in a fast-paced, high-volume contact centre.
- Additional languages—Arabic (nice to have).
Additional Information
- Office-based role in Dubai Internet City in a 24/7 contact centre.
- Flexibility to work shift work including nights and weekends.
- 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.