Overview of the role

Provide exceptional, compliant and efficient service to Financial Services, Rental and leasing customers across phone, email and walk-in channels; resolve queries and complaints; own case closure end-to-end; and perform contract-related administration in line with SOPs and KPIs (CSAT, FCR, AHT, SLA).

What you will do

• Handle inbound calls/emails via the contact centre platform (e.g., Genesys) and respond within departmental SLAs; log and dispose every interaction in CRM and ensure clear notes and documentation
• Deliver First Contact Resolution by diagnosing issues, coordinating with internal teams (maintenance/logistics/collections/AR) as needed, and proactively updating customers until closure
• Perform administrative tasks on customer contracts (renewals/expiries, fines & lock notices, damage estimates, off hire, replacements), ensuring accuracy in enterprise systems (e.g., CarPro & Accipiens) and related tools
• Meet and greet walk in customers at head office/branches; verify identity, triage requests, and provide timely resolution or escalation as required
• Adhere to Customer Care SOP (requests, outgoing contact, and complaint handling), ensuring acknowledgements, investigation, documented outcomes, and formal resolutions within stipulated timelines; comply with KYC/data privacy/AML where applicable.

Required Skills to be successful

• Strong communication skills
• Expert in delivering exceptional Client experiences
• Background of Customer Relations & Financial Services

About the Team

This role reports to Assistant Manager – Customer Services

What equips you for the role

• Diploma/Bachelor’s preferred
• 1–3 years in contact centre or front line customer service; car rental/leasing or financial services exposure is an advantage

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