Customer Services Executive

Company Overview ROSET LIMOUSINE SERVICES PTE. LTD. is a car rental company specializing in Private Hire Vehicle (PHV) services, focusing on driver support, compliance, and retention through dedicated account management. Job Summary As a Customer Service Executive at our car rental company, you will play a pivotal role in the life cycle of our Private Hire Vehicle (PHV) drivers. This isn't just a general admin role; it is a relationship-driven position focused on account management, financial diligence, and driver retention. You will be the primary point of contact for a dedicated portfolio of hirers, ensuring they stay on the road, remain compliant, and feel supported by our brand. Key Responsibilities 1. Portfolio Management& Relationship Building Act as the dedicated account manager for a specific group of hirers. Maintain regular communication to understand driver needs and build long-term loyalty. Address and resolve driver inquiries or grievances promptly and professionally. 2. Revenue Assurance &Payment Oversight Monitor and ensure the timely collection of weekly/monthly rental payments. Proactively reach out to hirers regarding arrears or payment discrepancies. Implement recovery actions or payment plans in accordance with company policy. 3. Contract Life cycle Management Track contract expiry dates within your portfolio. Initiate and conclude the renewal process for existing rental agreements. Ensure all documentation, including insurance and vocational license validity, is up to date during the renewal phase. 4. Retention &Engagement Execute retention programs or incentives to encourage long-term leasing. Conduct exit interviews for hirers returning vehicles to gather feedback for service improvement. Requirements Experience: Previous experience in customer service, debt collection, or account management (Experience in the Singapore car rental or PHV industry is a significant advantage). Communication: Strong interpersonal and negotiation skills; ability to handle difficult conversations regarding payments with empathy and firmness. Organization: High level of attention to detail and the ability to manage multiple contract deadlines simultaneously. Technical Skills: Proficiency in Microsoft Office (Excel/Word) is preferred. Language: Fluency in English; ability to speak a second language (e.g., Mandarin, Malay) is preferred to communicate effectively with a diverse driver pool.