Customer Service Agent Full Time

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.

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 and 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.

A successful candidate will act as the voice of Wheely, conducting calls and chats with our customers, and protecting their time by providing timely solutions to their problems.

What you will be doing

• Be responsible for ensuring the highest levels of customer service is delivered to our customers across multiple communication channels including calls, live chat and emails
• 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
• Flexibility, to be able to do shift work including nights and weekends, in the office
• Technically proficient

Nice to have:

• Additional languages – French, Arabic
• Experience in a call centre

What we Offer

• Competitive salary of AED 8,500 per month and quarterly performance-based bonus
• Monthly credit for journeys with Wheely
• Private health insurance
• Professional development subsidies
• Lunch allowance
• Best-in-class equipment