Job description
Role Overview
Customer Service Agent, French 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 serve 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 a 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, protecting their time by providing timely solutions to their problems, and ensuring every need is met and each journey goes off without a hitch.
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.
Issue Resolution
- Investigate and resolve customer and chauffeur issues quickly and efficiently.
- Understand, prioritize and escalate customer feedback to senior management and relevant teams.
Performance & Impact
- Maintain customer satisfaction targets.
- Contribute and make 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).
- Technical proficiency.
- Ability to thrive in a fast-paced high-volume contact center.
Additional Information
- Office-based role at 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.