Customer Service Agent, French Speakers

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 deliver service trusted by 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 facilitates perfect journeys for passengers by providing exceptional service to chauffeurs and riders. 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 are delivered across multiple communication channels including calls, live chat and emails.
• Provide exceptional customer service by adhering to rigorous luxury communication standards.
• Act as the voice of Wheely when conducting calls and chats with customers.

Customer & Issue Resolution

• 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.

Impact & Growth

• Contribute and make a meaningful impact on customers' experiences with the service to 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 environment.

Additional Information

• Office-based role in Dubai Internet City.
• 24/7 contact centre with shift work including nights and weekends.
• Flexibility required to work 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.