Customer Service Agent, English Speakers

Role Overview

Customer Service Agent, English 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 facilitates perfect journeys for passengers by providing exceptional service to customers and chauffeurs across multiple communication channels. The 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 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.

Issue Resolution

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

Customer Experience & Feedback

• Understand, prioritise and escalate customer feedback to senior management and relevant teams.
• Contribute and make meaningful impact on customers' experiences with the service.
• Maintain customer satisfaction targets.

Growth & Development

• Help the company continue to grow as an organization.

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

Additional Information

• Office-based role in Dubai Internet City, operating 24/7 contact centre.
• Shift work flexibility including nights and weekends required.
• 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.