Customer Service Team Leader
3 weeks ago
Wheely is a Swiss-founded British luxury services company. We lean into both cultural identities: Swiss privacy and British prestige hospitality. Our product combines highly-trained chauffeurs, fine in-car experiences, and instant journey availability via a well-designed app.
Over the next 5-10 years we plan to build out and offer a full portfolio of luxury personal services, allowing clients to protect their time beyond just chauffeuring.
We are entering the world's megacities one at a time—having started with London, Paris, Moscow, and Dubai. We are a Series B scale-up, and have raised $28 million to date.
**About the role**:
Wheelys Customer Service Team are directly responsible for facilitating perfect journeys for our passengers. They provide exceptional customer service to our chauffeurs & passengers by ensuring every need is met and each journey goes off without a hitch. This team is obsessed with understanding our customers' preferences and delighting them with our service.
**What you will be doing**:
- Protect our customer's time by ensuring the team adheres to operational SLAs
- Provide exceptional customer service by ensuring the team adheres to our rigorous luxury communication standards
- Take ownership for maintaining customer satisfaction targets for the team
- Monitor results & prepare relevant reporting and weekly analytics of team results
- Own escalated customer complaints end to end and further escalate our customer's feedback to senior leadership and relevant teams
- Contribute and make a meaningful impact on our customers' experiences with our service and help us continue to grow as a company
- Train new joiners on the team to deliver exceptional customer service
- Managing a team of agents and their professional development
- Creating rosters based on forecasted volumes
- Feedback to other departments about process or product inefficiencies
**Requirements**:
Must-have:
- Fluency in both spoken and written English & French
- 4+ years of experience working in the luxury service industry in a customer-facing role
- Passion for exceptional customer service.
- Strong interpersonal skills, with the ability to build rapport
- Excellent communication skills
- grammar, punctuation, vocabulary etc
- Enthusiasm for the role
- Flexibility, to do shift work including nights and weekends, in the office.
- The ability to thrive in a fast-paced high volume contact center
- Previous experience in a supervisory role
- Excellent problem-solving ability
- Technically proficient
- Proven track record of handling escalated customer complaints effectively
- Supervisory or management experience with direct reports
- Previous experience in a contact centre
Nice to have:
- Additional languages - German, Spanish, Arabic, Chinese
- Diploma + in hospitality or related field
- Experience working with Jira, Intercom & Aircall
**What we Offer**:
- Competitive salary and equity package
- Monthly credit for journeys with Wheely
- Private health insurance
- Professional development subsidies
- Language allowance for desirable languages
- Lunch allowance
- Best-in-class equipment
Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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