Customer Service Agent

About the job
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.

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.

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.

About The Role

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.

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, German, Spanish, Arabic, Chinese
Experience in a call centre

What we Offer
Competitive salary and equity package
Monthly credit for journeys with Wheely
Private health insurance
Professional development subsidies
Language allowance for desirable languages
Lunch allowance
Best-in-class equipment

Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.