The posting
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.



