E-Terra Technologies Limited is a pioneering Nigerian end-to-end electronic waste (e-waste) management and secure data destruction company established in 2013, with its head office in Surulere, Lagos.
We are recruiting to fill the position below: Job Title: Front Desk & Customer Service Officer
Location: Surulere, Lagos Employment Type: Full-time
Job Purpose
The Front Desk / Customer Service Officer serves as the first point of contact for visitors, clients, business partners, vendors, employees and other stakeholders of E-Terra Technologies Limited.
The successful candidate will be responsible for creating a professional and welcoming reception experience, managing enquiries and communication channels, coordinating visitor access, and providing effective administrative and customer service support.
Given E-Terra Technologies Limited's focus on electronic waste management, recycling, resource recovery and environmental sustainability, the officer is also expected to communicate approved company information accurately, direct technical and operational enquiries to the appropriate departments, and uphold the company's professional image and commitment to service excellence.
Key Duties and Responsibilities Front Desk and Reception Management:
Welcome and attend to all visitors, clients, consultants, vendors and business associates courteously and professionally.
Maintain a neat, organized and presentable reception area at all times.
Identify visitors, establish the purpose of their visits and notify the appropriate employees or departments.
Maintain an accurate visitor register, including visitor details, purpose of visit, arrival time, person visited and departure time, in accordance with company policy.
Coordinate appointments, meeting schedules and visitor waiting arrangements.
Ensure visitors comply with established access-control, identification and health and safety procedures.
Notify the appropriate personnel of scheduled visitors and follow up where necessary.
Prevent unauthorized access to restricted office areas by following approved security procedures.
Ensure that visitors to operational facilities or recycling sites are referred to the appropriate authorized personnel and comply with applicable site safety requirements.
Customer Service and Enquiry Management:
Respond promptly, courteously and accurately to customer enquiries received in person, by telephone, email and other approved communication channels.
Provide approved information about the company's services, operations, business processes and contact channels.
Attend to enquiries relating to electronic waste collection, recycling services, material recovery and other company offerings, referring technical or commercial matters to the relevant teams.
Record customer complaints, requests, feedback and service concerns in the designated register or customer relationship management system.
Acknowledge complaints promptly and ensure they are escalated to the appropriate department for resolution.
Monitor outstanding enquiries and follow up with the responsible teams to ensure timely responses.
Maintain a customer-focused attitude and demonstrate patience, empathy, professionalism and confidentiality in all interactions.
Identify recurring customer concerns and recommend practical improvements to service delivery.
Ensure that no customer is given unauthorized commitments, unapproved pricing information or inaccurate representations of company policy.
Telephone, Email and Communication Management:
Manage incoming telephone calls and direct them to the appropriate employees or departments.
Answer calls professionally using the company's approved telephone etiquette.
Take accurate messages where the intended recipient is unavailable and ensure prompt delivery.
Monitor the official reception email inbox and respond to routine enquiries within approved service timelines.
Forward technical, operational, financial, procurement, human resources and commercial enquiries to the appropriate departments.
Maintain accurate records of calls, enquiries, messages and follow-up actions where required.
Ensure all official communications are clear, professional and consistent with company standards.
Handle sensitive communications discreetly and avoid disclosing confidential company or employee information to unauthorized persons.
Administrative and Clerical Support:
Receive, record, sort and distribute incoming correspondence, parcels and official documents.
Maintain an outgoing correspondence register and arrange dispatch of documents where required.
Assist with photocopying, scanning, printing, filing and document organization.
Support meeting arrangements, including scheduling, preparing the reception or meeting area and notifying participants.
Maintain an organized filing system for visitor records, customer enquiries, correspondence and other assigned documents.
Monitor basic reception supplies, stationery and office consumables and notify the supervisor when replenishment is required.
Assist the HR and Administration Department with assigned administrative duties.
Prepare daily, weekly or monthly reception and customer service reports as required.
Customer Relationship and Stakeholder Engagement:
Maintain positive working relationships with customers, vendors, regulators, business partners and other stakeholders.
Represent E-Terra Technologies Limited professionally in all customer-facing interactions.
Support customer retention by ensuring enquiries are handled efficiently and customers receive appropriate guidance.
Direct prospective customers and business development enquiries to the Sales and Marketing Department.
Maintain accurate customer contact and enquiry records in accordance with company procedures.
Gather customer feedback and communicate service improvement opportunities to management.
Assist with coordinating stakeholder visits, business meetings and other approved engagements.
Health, Safety, Security and Environmental Compliance:
Comply with all company policies, procedures, workplace rules and applicable regulations.
Maintain awareness of emergency exits, evacuation procedures, first-aid arrangements and emergency contacts.
Report suspicious activities, security breaches, accidents, hazards and unsafe conditions immediately to the appropriate authority.
Ensure visitors are directed to designated waiting areas and do not enter operational areas without authorization.
Support the company's environmental sustainability objectives by encouraging responsible use of office resources and proper waste segregation in accordance with company procedures.
Follow applicable data protection, privacy and records-management requirements when handling customer and visitor information.
Reporting and Performance Improvement:
Maintain accurate and up-to-date records of visitors, telephone calls, enquiries, complaints and outstanding requests.
Submit periodic reports to the designated supervisor within established deadlines.
Track unresolved customer complaints and follow up with the relevant departments until closure or formal handover.
Identify recurring administrative and customer service challenges and propose corrective measures.
Participate in performance reviews, staff training and customer service improvement initiatives.
Perform other reasonable duties assigned by management that are consistent with the role.
Educational Qualifications and Professional Requirements
Candidates must possess a minimum of an OND, HND, or Bachelor’s Degree in Business Administration, Mass Communication, Public Relations, Office Technology and Management, Hospitality Management, or any other relevant discipline from a recognised institution.
A professional certification or training in Customer Service Management, Front Desk Operations, Customer Relationship Management (CRM), Office Administration, or Business Communication will be an added advantage.
The ideal candidate must demonstrate excellent verbal and written communication skills, strong interpersonal abilities, professional telephone etiquette, proficiency in Microsoft Office applications, and the ability to manage visitors, handle enquiries, maintain records, and provide efficient administrative support.
Relevant Experience: A minimum of 5 – 8 years of experience in a front desk, reception, customer service, or administrative support role is preferred. Candidates must be organised, courteous, presentable, customer-focused, and capable of handling multiple tasks professionally while maintaining confidentiality and a positive corporate image.