Operations Associate
Chauffeur Performance, Maternity Cover
Updated on 2/26/2024
Wheely
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Atlassian
Customer Service
CategoriesNew
Operations & Logistics
Customer Success & Support
Requirements
  • Previous experience in Customer Support Team or Quality Control Team
  • Experience in luxury services, ride-hailing services, e-commerce, or food delivery
  • Strong customer-facing and communication skills
  • Basic analytical skills
  • Fluent English
Responsibilities
  • Represent Wheely to the highest possible standard to chauffeurs
  • Effectively communicate with chauffeurs through calls, emails, or personal meetings with fast response time
  • Handle escalated inquiries and resolve issues in a satisfactory manner
  • Prepare reports on activity and highlight any trends or areas of concern
  • Take ownership of chauffeurs' issues and follow problems through to resolution
  • Investigate issues and/or complaints with journeys and chauffeurs and provide solutions and redirective action plans
  • Support in building the feedback loop between the quality inspector, customer service, and operations to continuously improve chauffeurs’ quality standards
  • Contribute to continuous improvements of systems and approach
  • Be open to exciting new challenges on a daily basis
Desired Qualifications
  • Experience using tools like Intercom, Atlassian, Aircall
  • Experience in a customer-facing environment or hospitality
  • Adaptable and fast-learning, getting things done