Customer Service Agent

2 weeks ago


Dubai, United Arab Emirates Wheely Full time

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 adhering to operational SLAs
- Provide exceptional customer service by adhering to our rigorous luxury communication standards
- Maintain customer satisfaction targets
- Investigate and resolve customer and chauffeur issues quickly and efficiently
- Understand, prioritise and escalate our customer's feedback to senior management 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

**Requirements**:
Must-have:

- Passion for exceptional customer service
- Experience in a customer-facing role in the luxury service industry
- Excellent interpersonal and communication skills
- The ability to thrive in a fast-paced high volume contact center
- Fluency in both spoken and written English & French
- Flexibility, to be able to do shift work including nights and weekends, in the office
- Technically proficient

Nice to have:

- Additional languages
- German, Spanish, Arabic, Chinese
- Experience in a call centre

**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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