UPDC Facility Management Limited (UPDC-FM) provides professional facility management services across residential and commercial properties, with a focus on operational efficiency, asset preservation, and quality service delivery.
We are recruiting to fill the position below:
Job Title: Customer Support Officer
Location: Lagos
Job Summary
We are seeking a customer-focused and proactive Customer Support Officer to support the day-to-day operations of a residential facility.
The successful candidate will serve as the primary point of contact for residents, ensuring that enquiries, complaints, and service requests are handled promptly and professionally while maintaining a high standard of resident satisfaction.
Key Responsibilities
Serve as the first point of contact for residents, responding to enquiries, complaints, and service requests through phone calls, emails, and other communication channels.
Receive, document, track, and follow up on residents’ complaints until resolution.
Liaise with the facility management, maintenance, security, cleaning, and other operational teams to ensure timely service delivery.
Communicate updates on maintenance schedules, facility operations, service disruptions, and estate activities to residents.
Maintain accurate records of residents’ feedback, complaints, requests, and resolutions.
Assist with resident onboarding, move-in and move-out processes, and the dissemination of estate policies and guidelines.
Monitor residents’ satisfaction and identify opportunities to improve service delivery.
Prepare periodic customer service reports and escalate unresolved or critical issues to the appropriate supervisor.
Ensure professional communication and confidentiality when handling residents’ information.
Support the enforcement and communication of estate rules and regulations.
Requirements and Qualifications
Bachelor’s degree or HND in Business Administration, Mass Communication, Hospitality Management, Customer Relations, or a related field.
1–3 years of relevant experience in customer service, front desk operations, hospitality, property management, or facility management.
Excellent verbal and written communication skills.
Strong interpersonal, problem-solving, and conflict-resolution skills.
Good organisational skills and attention to detail.
Proficiency in Microsoft Office applications, particularly Word and Excel.
Ability to remain calm, professional, and solution-oriented when handling complaints.
Experience working in a residential estate or facility management environment is an added advantage.
Key Competencies:
Customer service excellence
Complaint handling and resolution
Effective communication
Relationship management
Attention to detail
Teamwork and collaboration
Professionalism and confidentiality.