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.