Customer Relations Officer

Uleval Technology - Customer Relations Officer

Location: Ikeja, Lagos

Employment Type: Full-time

Job Summary

• We are seeking an experienced, mature, polished and customer-focused Customer Relations Officer to manage guest interactions and support an exceptional customer experience within a hospitality and entertainment environment.
• The successful candidate must have prior experience in the hospitality sector and should demonstrate strong communication, emotional intelligence, complaint-handling ability and professional judgement.
• This is a highly customer-facing position that requires confidence, composure, excellent grooming and the ability to represent the organization professionally across physical and digital customer touchpoints.

Role Objective

• The Customer Relations Officer is responsible for protecting and improving the overall guest experience.
• The position goes beyond answering enquiries.
• The successful candidate must build customer relationships, resolve issues professionally, protect the organization's reputation, improve guest satisfaction and contribute to repeat patronage, positive reviews and customer loyalty.

Key Responsibilities

• Welcome and attend to guests professionally and courteously.
• Handle customer enquiries through phone calls, WhatsApp, email, social media and physical interactions.
• Provide accurate information about services, facilities, reservations, pricing, promotions and customer requests.
• Manage guest complaints and service-recovery situations professionally.
• Follow up on unresolved complaints until satisfactory closure.
• Escalate serious or sensitive customer issues to the appropriate manager.
• Liaise with Front Office, Housekeeping, Restaurant, Entertainment, Accounts, Security and other departments to resolve guest concerns.
• Maintain accurate records of enquiries, complaints, follow-ups and resolutions.
• Support reservations, booking enquiries and customer confirmations.
• Follow up with guests after complaints or important service interactions.
• Collect and document customer feedback.
• Identify recurring service issues and communicate them to management.
• Support customer-retention and repeat-guest initiatives.
• Maintain strong relationships with repeat guests and important customers.
• Handle customer feedback received through online platforms and social media.
• Support selected promotional activities, guest engagement and customer-facing events.
• Protect the privacy and confidentiality of customer information.
• Maintain professional conduct and presentation at all times.

Hospitality Experience Requirement:

• Previous or current experience within the hospitality sector is mandatory.
• Applicants should have experience in one or more of the following areas:
• Guest Relations
• Hotel Front Office
• Reception
• Reservations
• Concierge Services
• Customer Experience
• Restaurant Guest Relations
• Hotel Operations
• Resort Operations
• Premium Customer Service
• Preference will be given to candidates with approximately 3–5 years or more of relevant hospitality experience.
• The successful candidate should already understand basic hospitality concepts including:
• Guest expectations
• Service recovery
• Complaint escalation
• Customer confidentiality
• Reservation processes
• Hospitality etiquette
• Cross-department coordination
• Premium service standards

Customer Service Standards:

The Customer Relations Officer must:

• Listen carefully before responding to customers.

• Remain calm and composed during difficult situations.

• Demonstrate empathy without making unauthorized promises.

• Communicate clearly and professionally.

• Never argue with or embarrass a guest.

• Resolve issues within approved authority levels.

• Escalate issues promptly when management intervention is required.

• Follow up on unresolved customer concerns.

• Maintain discretion when handling sensitive guest matters.

• Treat all customers professionally and respectfully.

• Digital Customer Engagement

The successful candidate should be comfortable using digital communication channels and will be expected to:

• Respond to customer enquiries through WhatsApp and approved social platforms.
• Manage customer direct messages professionally.
• Identify online complaints requiring immediate operational attention.
• Escalate negative reviews or sensitive public complaints.
• Support the Social Media and Marketing teams with customer-related information.
• Communicate promotions and service information to customers where required.
• Maintain professional written communication across all digital channels.

Personal Presentation:

As a highly visible representative of the organization, the successful candidate must:

• Maintain excellent personal grooming and hygiene.
• Be consistently neat, polished and professionally presented.
• Demonstrate confident and welcoming body language.
• Speak clearly and professionally.
• Be approachable and personable.
• Be comfortable interacting with executives, families, business travellers, international guests and other customer groups.
• Be confident appearing in selected customer-information or promotional content where required.
• Maintain professional behaviour both physically and online.

Required Skills and Competencies:

• Strong hospitality customer-service experience.

• Excellent verbal and written communication.

• Strong interpersonal skills.

• Excellent listening ability.

• Emotional intelligence.

• Conflict-resolution and complaint-handling skills.

• Good judgment and discretion.

• Strong customer relationship management skills.

• Ability to remain calm under pressure.

• Good organizational skills.

• Ability to multitask.

• Attention to detail.

• Basic computer literacy.

• Familiarity with CRM, hotel management, booking or customer-support systems.

• Good understanding of WhatsApp and major social-media platforms.

• Ability to work effectively across multiple departments.

• Key Performance Indicators

Performance will be measured using indicators including:

• Customer satisfaction.

• Complaint-resolution rate.

• Average response time.

• Average resolution time.

• Number of unresolved complaints.

• Quality of customer communication.

• Guest feedback and review scores.

• Customer follow-up rate.

• Repeat-customer engagement.

• Reservation or enquiry conversion.

• Digital message response time.

• Accuracy of customer records.

• Adherence to grooming and presentation standards.

• Attendance and punctuality.

• Compliance with customer-service SOPs.

• Quality of escalation and issue documentation.

• Preferred Qualifications

• OND, HND, Bachelor's Degree or relevant professional qualification in Hospitality Management, Customer Service, Mass Communication, Business Administration, Marketing, Public Relations or a related discipline.

• Hospitality or customer-service professional training will be an advantage.

• Experience in hotels, resorts, serviced apartments, restaurants, lounges or hospitality facilities is strongly preferred.

• Personal Attributes

The ideal candidate should be:

• Mature and emotionally intelligent.
• Calm and composed.
• Well-groomed and presentable.
• Confident and articulate.
• Friendly and approachable.
• Patient.
• Observant.
• Responsible and dependable.
• Honest and trustworthy.
• Discreet.
• Organized.
• Customer-focused.
• Able to exercise good judgment.
• Comfortable working in a premium hospitality environment.

Work Availability:

Applicants must be comfortable with the operational requirements of the hospitality industry, which may include:

• Shift work.

• Weekend duties.

• Public-holiday duties.

• Evening shifts where required.

• Participation in events and promotional activities.

• Handling high customer volumes during peak periods.

• Marital status does not affect eligibility for the position.

• Applicants may be single, married, divorced or widowed, provided they can meet the operational requirements of the role.

• Interview Assessment

Shortlisted candidates may be assessed using practical hospitality scenarios, including:

• Managing an angry guest.
• Handling a delayed room request.
• Responding to an incorrect reservation.
• Managing a VIP complaint.
• Handling a negative social media complaint.
• Resolving an issue involving another department.
• Managing multiple customer requests simultaneously.
• Following up with a dissatisfied guest.

Application Closing Date

29th October, 2026.