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 by providing exceptional service to both chauffeurs and passengers. A successful candidate will act 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 is 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 Service Level Agreements.
- Maintain customer satisfaction targets.
Issue Resolution
- Investigate and resolve customer and chauffeur issues quickly and efficiently.
Customer Feedback & Impact
- Understand, prioritise and escalate customer feedback to senior management and relevant teams.
- 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.
- Additional languages—Arabic (nice to have).
- Technically proficient.
- Ability to thrive in a fast-paced, high-volume contact centre environment.
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, 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.