Customer Service Agent – English & French Speakers
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 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.<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 & French</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- 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.
