Fleet Support & Enforcement Officer | Nearest Paya Lebar MRT

Key Responsibilities

Customer Service & Community Engagement

• Communicate with customers via outbound calls, emails, and messaging platforms.
• Handle customer enquiries, feedback, and disputes professionally.
• Provide excellent customer service and maintain positive customer relationships.
• Assist customers with issues relating to vehicle bookings and usage.

Incident Investigation & Enforcement

• Investigate vehicle damage, accidents, and misuse cases involving car-sharing vehicles.
• Gather evidence through customer statements, photographs, telematics data, and system records.
• Determine liability based on company policies and investigation findings.
• Communicate investigation outcomes and resolutions to customers.
• Follow up on outstanding cases and ensure timely closure.

Compliance & Documentation

• Maintain accurate records of investigations, customer communications, and case outcomes.
• Prepare reports and supporting documentation for management review.
• Ensure adherence to company policies and operational procedures.
• Escalate complex or unresolved cases to the relevant departments when necessary.

Operations Support

• Coordinate with internal departments, workshops, and service providers regarding vehicle repairs and inspections.
• Monitor and track vehicle damage cases until resolution.
• Support operational initiatives and process improvement projects.

Requirements

• Minimum Diploma or equivalent qualification.
• Experience in customer service, customer relations, enforcement, investigations, insurance claims, fleet operations, or related fields is an advantage.
• Strong communication and interpersonal skills.
• Able to manage difficult conversations professionally and objectively.
• Good problem-solving and investigative skills.
• Proficient in Microsoft Office applications.
• Able to work independently and as part of a team.
• Possess a Class 3 driving licence is an advantage.