Customer Service Agent
Job Description
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.<br><br>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.<br><br>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.<br><br><strong>About The Role<br><br></strong>Wheelys Customer Service eam 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.<br><br>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.<br><br>What you will be doing<br><ul><li>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</li><li>Protect our customer’s time by adhering to operational SLAs</li><li>Provide exceptional customer service by adhering to our rigorous luxury communication standards</li><li>Maintain customer satisfaction targets</li><li>Investigate and resolve customer and chauffeur issues quickly and efficiently</li><li>Understand, prioritise and escalate our customer’s feedback to senior management and relevant teams</li><li>Contribute and make a meaningful impact on our customers’ experiences with our service and help us continue to grow as a company<br><br></li></ul><strong>Requirements<br><br></strong>Must-have:<br><ul><li>Passion for exceptional customer service</li><li>Experience in a customer-facing role in the luxury service industry</li><li>Excellent interpersonal and communication skills</li><li>The ability to thrive in a fast-paced high volume contact center</li><li>Fluency in both spoken and written English</li><li>Flexibility, to be able to do shift work including nights and weekends, in the office</li><li>Technically proficient<br><br></li></ul>Nice to have:<br><ul><li>Additional languages- French, German, Spanish, Arabic, Chinese</li><li>Experience in a call centre<br><br></li></ul>What we Offer<br><ul><li>Competitive salary and equity package</li><li>Monthly credit for journeys with Wheely</li><li>Private health insurance</li><li>Professional development subsidies</li><li>Language allowance for desirable languages</li><li>Lunch allowance</li><li>Best-in-class equipment<br><br></li></ul>Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
