Customer Relations Officer

At Uleval Technology ,”We help businesses from healthcare, Oil and Gas ,transportation, real estate, communication, and other industries seize new opportunities, overcome business challenges.

Job Position: Customer Relations Officer

Job Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

1. We are seeking an experienced, mature, polished and customer-focused Customer Relations Officer to manage guest interactions and support an exceptional customer experience within a hospitality and entertainment environment.
2. The successful candidate must have prior experience in the hospitality sector and should demonstrate strong communication, emotional intelligence, complaint-handling ability and professional judgement.
3. This is a highly customer-facing position that requires confidence, composure, excellent grooming and the ability to represent the organization professionally across physical and digital customer touchpoints.

Job Summary

1. The Customer Relations Officer is responsible for protecting and improving the overall guest experience.
2. The position goes beyond answering enquiries.
3. The successful candidate must build customer relationships, resolve issues professionally, protect the organization’s reputation, improve guest satisfaction and contribute to repeat patronage, positive reviews and customer loyalty.

Job Responsibilities

1. Welcome and attend to guests professionally and courteously.
2. Handle customer enquiries through phone calls, WhatsApp, email, social media and physical interactions.
3. Provide accurate information about services, facilities, reservations, pricing, promotions and customer requests.
4. Manage guest complaints and service-recovery situations professionally.
5. Follow up on unresolved complaints until satisfactory closure.
6. Escalate serious or sensitive customer issues to the appropriate manager.
7. Liaise with Front Office, Housekeeping, Restaurant, Entertainment, Accounts, Security and other departments to resolve guest concerns.
8. Maintain accurate records of enquiries, complaints, follow-ups and resolutions.
9. Support reservations, booking enquiries and customer confirmations.
10. Follow up with guests after complaints or important service interactions.
11. Collect and document customer feedback.
12. Identify recurring service issues and communicate them to management.
13. Support customer-retention and repeat-guest initiatives.
14. Maintain strong relationships with repeat guests and important customers.
15. Handle customer feedback received through online platforms and social media.
16. Support selected promotional activities, guest engagement and customer-facing events.
17. Protect the privacy and confidentiality of customer information.
18. Maintain professional conduct and presentation at all times.

Hospitality Experience Requirement:

1. Previous or current experience within the hospitality sector is mandatory.
2. Applicants should have experience in one or more of the following areas:
   • Guest Relations
   • Hotel Front Office
   • Reception
   • Reservations
   • Concierge Services
   • Customer Experience
   • Restaurant Guest Relations
   • Hotel Operations
   • Resort Operations
   • Premium Customer Service
3. Preference will be given to candidates with approximately 3–5 years or more of relevant hospitality experience.
4. The successful candidate should already understand basic hospitality concepts including:
   • Guest expectations
   • Service recovery
   • Complaint escalation
   • Customer confidentiality
   • Reservation processes
   • Hospitality etiquette
   • Cross-department coordination
   • Premium service standards

Customer Service Standards:
The Customer Relations Officer must:

1. Listen carefully before responding to customers.
2. Remain calm and composed during difficult situations.
3. Demonstrate empathy without making unauthorized promises.
4. Communicate clearly and professionally.
5. Never argue with or embarrass a guest.
6. Resolve issues within approved authority levels.
7. Escalate issues promptly when management intervention is required.
8. Follow up on unresolved customer concerns.
9. Maintain discretion when handling sensitive guest matters.
10. Treat all customers professionally and respectfully.

Digital Customer Engagement

1. Respond to customer enquiries through WhatsApp and approved social platforms.
2. Manage customer direct messages professionally.
3. Identify online complaints requiring immediate operational attention.
4. Escalate negative reviews or sensitive public complaints.
5. Support the Social Media and Marketing teams with customer-related information.
6. Communicate promotions and service information to customers where required.
7. Maintain professional written communication across all digital channels.

Personal Presentation:

1. Maintain excellent personal grooming and hygiene.
2. Be consistently neat, polished and professionally presented.
3. Demonstrate confident and welcoming body language.
4. Speak clearly and professionally.
5. Be approachable and personable.
6. Be comfortable interacting with executives, families, business travellers, international guests and other customer groups.
7. Be confident appearing in selected customer-information or promotional content where required.
8. Maintain professional behaviour both physically and online.

Required Skills and Competencies:

1. Strong hospitality customer-service experience.
2. Excellent verbal and written communication.
3. Strong interpersonal skills.
4. Excellent listening ability.
5. Emotional intelligence.
6. Conflict-resolution and complaint-handling skills.
7. Good judgment and discretion.
8. Strong customer relationship management skills.
9. Ability to remain calm under pressure.
10. Good organizational skills.
11. Ability to multitask.
12. Attention to detail.
13. Basic computer literacy.
14. Familiarity with CRM, hotel management, booking or customer-support systems.
15. Good understanding of WhatsApp and major social-media platforms.
16. Ability to work effectively across multiple departments.

Key Performance Indicators

1. Customer satisfaction.
2. Complaint-resolution rate.
3. Average response time.
4. Average resolution time.
5. Number of unresolved complaints.
6. Quality of customer communication.
7. Guest feedback and review scores.
8. Customer follow-up rate.
9. Repeat-customer engagement.
10. Reservation or enquiry conversion.
11. Digital message response time.
12. Accuracy of customer records.
13. Adherence to grooming and presentation standards.
14. Attendance and punctuality.
15. Compliance with customer-service SOPs.
16. Quality of escalation and issue documentation.

Job Qualifications

1. OND, HND, Bachelor’s Degree or relevant professional qualification in Hospitality Management, Customer Service, Mass Communication, Business Administration, Marketing, Public Relations or a related discipline.
2. Hospitality or customer-service professional training will be an advantage.
3. Experience in hotels, resorts, serviced apartments, restaurants, lounges or hospitality facilities is strongly preferred.

Personal Attributes

1. Mature and emotionally intelligent.
2. Calm and composed.
3. Well-groomed and presentable.
4. Confident and articulate.
5. Friendly and approachable.
6. Patient.
7. Observant.
8. Responsible and dependable.
9. Honest and trustworthy.
10. Discreet.
11. Organized.
12. Customer-focused.
13. Able to exercise good judgment.
14. Comfortable working in a premium hospitality environment.

Work Availability

1. Weekend duties.
2. Public-holiday duties.
3. Evening shifts where required.
4. Participation in events and promotional activities.
5. Handling high customer volumes during peak periods.
6. Marital status does not affect eligibility for the position.
7. Applicants may be single, married, divorced or widowed, provided they can meet the operational requirements of the role.

Application Deadline
29th October, 2026.

How to Apply
Interested and qualified candidates should send their application to: jobs@uleval.com using the Job Title as the subject of the mail.

Note: Send your picture, marital status and age alongside your application.