Customer Service Agent

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 100000 active riders and 1200 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.

Wheely’s Customer Service team is 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.

• 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 customers’ 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 escale our customers’ 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.

• 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 centre.
• 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.
• Experience in a call centre.