Customer Service Agent, English Speakers

About the role

Customer service agents act as the voice of Wheely, handling calls and chats to protect rider and chauffeur time. They operate within a luxury service framework to support premium journeys across multiple channels. This position requires a high level of ownership over the customer experience, ensuring that every interaction reflects the brand's standards. You will be responsible for maintaining the integrity of the service by managing inquiries with precision and care. The role demands a proactive approach to problem-solving and a commitment to continuous improvement. Success in this position is defined by your ability to balance empathy with efficiency. You will play a key part in shaping the overall perception of Wheely in the market.

Key facts

Location: UAE

Engagement: Office-based role

Team: Customer Service team

Passion for exceptional customer service drives daily interactions with riders and chauffeurs.

Experience in a customer-facing luxury service role prepares candidates for high standards and expectations.

Excellent interpersonal and communication skills enable clear, professional exchanges in every interaction.

The ability to thrive in a fast-paced, high-volume contact center supports consistent performance under pressure.

Fluency in spoken and written English ensures accurate understanding and resolution of inquiries.

Flexibility to work shifts, including nights and weekends in the office, aligns with 24/7 coverage needs.

Technical proficiency allows efficient use of systems to track and resolve issues.

What you'll do

This work protects customer time by strictly adhering to operational service level agreements.

You will deliver exceptional service by following rigorous luxury communication standards on every interaction.

Customer satisfaction targets are maintained through consistent monitoring and adjustment of support quality.

You will investigate and resolve issues for customers and chauffeurs quickly and efficiently.

Understanding, prioritising, and escalating customer feedback reaches senior management and relevant teams for action.

Your contributions directly shape customer experiences and support the company's growth in new markets.

You will manage a high volume of inquiries while ensuring accuracy and timely resolution.

The role involves documenting all interactions to maintain a clear record of customer issues.

You will collaborate with other departments to resolve complex issues that fall outside your scope.

Ensuring that all customer communications align with the luxury service framework is a core responsibility.

You will monitor key performance indicators to identify areas for improvement in service delivery.

Providing feedback on common issues helps to improve products and processes for the entire team.

You will support the onboarding of new team members by sharing best practices and knowledge.

The position requires a disciplined approach to managing multiple tasks without compromising quality.

Requirements

A degree is required as a baseline qualification for the role.

Passion for exceptional customer service is essential in every passenger interaction.

Experience in a customer-facing role within the luxury service industry is mandatory.

Excellent interpersonal and communication skills must be demonstrated throughout the selection process.

The ability to thrive in a fast-paced, high-volume contact center is necessary for schedule adherence.

Fluency in both spoken and written English is required for clear and accurate communication.

Flexibility to perform shift work, including nights and weekends in the office, is necessary for 24/7 coverage.

Technical proficiency is required to use customer service platforms and tools effectively.

Nice to have

Additional languages such as French and Arabic strengthen support for diverse rider needs.

Call centre experience helps agents navigate high-volume situations with established methods.

Practical notes

Typical interview steps

Hiring processes usually combine a screening conversation with one or more interview rounds. Candidates can expect questions about their experience, a scenario or case, and a chance to ask their own questions. Preparation and specific examples from past work carry the most weight. Whatever the role, preparation is visible. Reviewing the company's product, the job description, and your own past work before the conversation is the strongest step.

Good to know

Customer service agents operate in a technology-driven environment using standard communication and support tools.

The role focuses on luxury service expectations, requiring calm, professional, and precise communication.

Team collaboration is central to maintaining consistent support quality across multiple channels.

Performance depends on adherence to strict operational standards and clear escalation procedures.

Continuous learning helps agents keep up with product updates and evolving customer needs in a growing market.