• Application Deadline:
• Position: 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 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 customers in inappropriate conversations.


• Avoid excessive personal mobile-phone use during duty periods.


• Maintain professional boundaries with customers.


• Report suspected fraud, misconduct or security concerns immediately.


• Follow all organizational policies and approved escalation procedures.

Working Conditions:

The role may require:

• Shift work.


• Weekend and public-holiday duties.


• Evening shifts where required.


• Participation in events and promotional activities.


• Managing both physical and digital customer interactions.


• Working closely with multiple departments.


• Supporting high-volume enquiries during promotions and peak periods.

Role Objective:

• The objective of the Customer Care Representative is to ensure that every customer interaction is handled professionally, promptly and positively while serving as a reliable link between customers and the organization.


• The role is expected to contribute directly to customer satisfaction, complaint resolution, repeat patronage, positive online reputation, service improvement and overall brand experience.