Customer Relationship Officer

hotnigerianjobs.com

At Uleval Technology, We help businesses from healthcare, Oil and Gas, transportation, real estate, communication, and other industries seize new opportunities, overcome business challenges.

We are recruiting to fill the position below:

Job Title: Customer Relationship Officer

Location: Ikeja, Lagos

Employment Type: Full-time

Job Summary

• We are seeking a confident, well-groomed, customer-focused and digitally savvy Customer Care Representative to serve as a key point of contact between the organization and its customers across physical and digital channels.
• The successful candidate will handle customer enquiries, complaints, reservations support, online messages, guest feedback and general customer engagement while maintaining a professional and welcoming representation of the brand.
• Because this is a highly visible and customer-facing position, the ideal candidate should also be comfortable appearing in selected social-media content, promotional videos, guest-engagement clips and brand communication materials when required.

Key Responsibilities

• Attend to customer enquiries professionally across phone calls, WhatsApp, social media, email and physical interactions.
• Respond promptly to customer messages and requests.
• Provide accurate information about services, facilities, promotions, pricing and availability.
• Assist customers with reservations, bookings and general service enquiries.
• Follow up with customers where additional information or resolution is required.
• Receive and document customer complaints.
• Resolve basic complaints within approved authority levels.
• Escalate complex or sensitive issues to the appropriate supervisor or department.
• Maintain a calm and professional attitude when dealing with difficult customers.
• Record customer feedback and recurring complaints for management review.
• Maintain accurate records of enquiries, complaints, follow-ups and resolutions.
• Work closely with operations, front desk, restaurant, entertainment, housekeeping and other relevant departments.
• Assist with customer feedback collection after service delivery.
• Support customer-retention and repeat-visit initiatives.
• Communicate promotions, events and service updates to customers when required.
• Maintain confidentiality of customer information.
• Ensure all customer-facing communication follows approved brand standards.

Digital Customer Engagement Responsibilities:

The Customer Care Representative will also support digital engagement activities, including:

• Responding to comments and direct messages on approved social-media platforms.
• Handling customer enquiries received through Instagram, TikTok, Facebook, WhatsApp and other approved channels.
• Monitoring online customer conversations that require service attention.
• Escalating negative reviews or sensitive online complaints appropriately.
• Supporting the social-media and marketing team with frequently asked questions and customer insights.
• Identifying recurring questions that may require improved digital communication.
• Encouraging satisfied customers to provide feedback and reviews where appropriate.
• Assisting with online polls, customer surveys and engagement campaigns.
• Supporting live-event or campaign customer interaction where required.

Brand Presentation and On-Camera Responsibilities:

As a front-facing representative of the organization, the successful candidate should:

• Be confident and natural in front of the camera.
• Be comfortable appearing in selected promotional videos, guest-information content and social-media clips.
• Speak clearly and confidently.
• Maintain a neat, polished and professional appearance.
• Demonstrate positive body language and professional composure.
• Be comfortable interacting with customers, guests, influencers and members of the public.
• Represent the organization appropriately during events, campaigns and public-facing activities.
• Be expressive, engaging and personable without appearing forced.
• Adapt communication style to different customer groups and situations.

Customer Service Standards:

The Customer Care Representative is expected to:

• Greet customers warmly and respectfully.
• Listen carefully before responding.
• Demonstrate empathy when handling complaints.
• Avoid arguments or confrontational communication.
• Provide clear and accurate information.
• Avoid making promises that cannot be fulfilled.
• Communicate delays or service limitations honestly.
• Follow up on unresolved issues within the required timeframe.
• Treat all customers fairly and professionally.
• Maintain patience during busy periods.
• Escalate issues appropriately rather than ignoring them.
• Protect customer privacy and confidential information.

Personal Presentation and Grooming Standards:

Because the position is highly customer-facing, the successful candidate must:

• Maintain excellent personal hygiene.

• Be consistently well-groomed and professionally presented.

• Maintain neat clothing or approved uniform.

• Demonstrate confidence and positive body language.

• Maintain professional communication and conduct.

• Present a welcoming and approachable appearance.

• Be comfortable working in a premium hospitality and entertainment environment.

• Maintain professionalism both physically and digitally while representing the organization.

• Key Performance Indicators

Performance will be assessed using measurable indicators including:

• Customer response time.

• Complaint-resolution rate.

• Average resolution time.

• Customer satisfaction.

• Number of unresolved complaints.

• Quality of customer communication.

• Accuracy of information provided.

• Customer follow-up rate.

• Booking or enquiry conversion rate.

• Digital-message response rate.

• Online customer-engagement quality.

• Customer feedback and review scores.

• Attendance and punctuality.

• Adherence to grooming and presentation standards.

• Compliance with customer-service SOPs.

• Quality of escalation and issue documentation.

• Preferred Qualifications

• Diploma, HND, Bachelor’s degree or relevant professional training in Customer Service, Mass Communication, Hospitality, Marketing, Business Administration, Public Relations or a related field.

• Previous experience in hospitality, entertainment, retail, customer service, front desk, call centre or digital customer support is preferred.

• Previous experience managing customer enquiries through WhatsApp or social media is an advantage.

• Customer-service or hospitality training will be an added advantage.

Required Skills and Competencies:

• Excellent verbal and written communication skills.
• Strong customer-service orientation.
• Good interpersonal skills.
• Strong listening and problem-solving ability.
• Ability to manage difficult customers professionally.
• Strong understanding of WhatsApp and major social-media platforms.
• Ability to communicate professionally through digital channels.
• Basic understanding of customer relationship management.
• Strong attention to detail.
• Good organizational skills.
• Ability to multitask.
• Ability to work in a fast-paced environment.
• Basic computer literacy.
• Ability to use CRM, booking, POS or customer-support systems.
• Good command of English.
• Ability to communicate naturally within the Nigerian customer-service environment.
• Ability to write clear and professional customer responses.

Social and Content Skills:

The ideal candidate should also possess:

• Basic understanding of social-media engagement.
• Ability to identify customer-engagement opportunities.
• Good understanding of short-form digital content.
• Confidence appearing in simple promotional videos.
• Ability to support customer-facing content creation.
• Familiarity with tools such as Canva, CapCut or similar applications is an advantage.
• Awareness of current digital and social-media trends.
• Ability to maintain professional communication across different platforms.

Personal Attributes:

The ideal candidate should be:

• Well-groomed and presentable.
• Confident and articulate.
• Friendly and approachable.
• Patient.
• Calm under pressure.
• Energetic and positive.
• Responsible and dependable.
• Honest and trustworthy.
• Observant.
• Emotionally composed.
• Comfortable interacting with different categories of customers.
• Comfortable in front of the camera.
• Willing to learn.
• Team-oriented.
• Able to maintain professionalism during challenging situations.

Conduct and Ethics:

The Customer Care Representative must:

• Never insult, argue with or embarrass a customer.
• Never disclose confidential customer information.
• Never manipulate customer records.
• Never make unauthorized refunds or financial commitments.
• Never deliberately provide false information.
• Never delete complaints or negative feedback to hide operational issues.
• Never engage in any activities that compromise customer trust.