Customer Relationship Officer

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.