Customer Service Agent

Wheely; Dubai; On-site; AED 85,000 - 116,000; Full time

Benefits offered by this job

Private medical insurance

Best-in-class equipment

Monthly credit towards Wheely journeys

Professional development stipend

Job summary

Wheely in Dubai is seeking a Customer Service Associate to be the voice of luxury transport, handling calls, chats and emails to ensure flawless journeys for passengers and chauffeurs.

You will join a 24/7 in‑office contact centre, thrive in a fast‑paced environment, and using English and French will delight customers with timely solutions and thoughtful support.

Private medical insurance and best‑in‑class equipment are provided to support excellent performance.

Qualifications

• Must-have: Passion for exceptional customer service.
• Experience in a customer-facing role in the luxury service industry.
• Excellent interpersonal and communication skills.
• Ability to thrive in a fast-paced high volume contact center.
• Fluency in both English and French.
• Flexibility to do shift work including nights and weekends in the office.
• Nice to have: Experience in a call centre.
• Additional languages - Arabic.

Responsibilities

• Be responsible for ensuring the highest levels of customer service across calls, live chat, and emails.
• Protect our customer's time by adhering to operational SLAs.
• Provide exceptional customer service by adhering to luxury communication standards.
• Maintain customer satisfaction targets.
• Investigate and resolve customer and chauffeur issues quickly and efficiently.
• Understand, prioritise and escalate customer feedback to senior management and relevant teams.
• Contribute to and improve customer experiences to help the company grow.

Skills

Exceptional customer service

Interpersonal skills

English & French fluency

Job description

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

Wheely's 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. 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.

Responsibilities

• 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 escalade 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: Experience in a call centre
• Additional languages - Arabic

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 9,000 per month and quarterly KPI-based bonus
• Private medical insurance
• Best-in-class equipment
• Monthly credit towards Wheely journeys
• Professional development stipend