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Mid LevelFull-time
Salary Range
$38,250 - $51,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Experience Specialist to join Wheely, a high-end ride-hailing service redefining premium transportation across major cities in Europe and the Middle East. This role is key to maintaining Wheely's exceptionally high standards.
Key Responsibilities
- →Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required
- →Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes
- →Ensure a timely resolution of all incidents adhering to operational SLA’s
- →Assess chauffeurs against The Wheely Standard through vehicle checks or online assessments
- →Provide effective feedback to chauffeurs to improve performance
- →Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards
- →Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded
Requirements
- ✓Fluent English
- ✓2+ years of relevant (Quality Control, HR, L&D, operation supervisor etc) experience in the Luxury Service Industry
- ✓Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved
- ✓Delivers feedback with radical candour, not afraid to give difficult feedback
- ✓Tenacious in maintaining standards with exceptional attention to detail
- ✓Passion for developing others and bringing out the best in people
- ✓Excellent interpersonal skills - delivering feedback with empathy is key
- ✓Exceptional communication skills, both verbal and written
- ✓Basic data skills, ability to create, maintain, enter, analyse and act upon data
- ✓Experience using tools like Intercom, Atlassian, and Aircall is beneficial
- ✓Passion for luxury vehicles and a knowledge of their specifications is a plus
