Customer Relationship Officer

Customer Relationship Officer at Uleval Technology

We are Uleval Technology-an award-winning company building tailor-made web applications, web tools, and premium websites aligned with business needs, customer’s problems, your market, and essentially-your budget.

Customer Relationship Officer

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience
• Location Lagos
• Job Field Customer Care, Success and Service

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 v