About the job

About Wheely

Wheely is redefining premium transportation across major cities in Europe, the US, and the Middle East. We blend cutting-edge technology with the craft of five-star chauffeuring to deliver an experience trusted by more than 100,000 active riders and 1,200 corporate accounts.

We're a profitable, fast-growing scale-up with $43M raised and over $100M in annual revenue. Having recently launched in New York City, we're expanding rapidly across the US and EMEA. If you take pride in your craft and want to help shape the next chapter of our growth, we'd love to hear from you.

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
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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
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Nice to have:

• Additional languages - French, Arabic
• Experience in a call centre
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What we Offer

• Office-based role in Dubai Internet City, which include nights and weekends in a 24/7 contact centre
• Competitive salary of AED 8,500 per month and quarterly KPI-based bonus
• Private medical insurance
• Best-in-class equipment
• Monthly credit towards Wheely journeys
• Professional development stipend
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