Client Service Representative

About the role

OCP, part of Tantacom Groups, is hiring a Client Service Representative in Lagos (Marina) to act as the main point of contact for clients. The role covers client communication, relationship building, enquiry and booking management, and reporting, with a focus on a premium, professional client experience.

Key responsibilities

• Serve as the primary point of contact for clients by phone, email, WhatsApp and in person, answering enquiries promptly and professionally.
• Build warm, respectful relationships with clients and represent the company's premium brand through excellent communication, presentation and attention to detail.
• Listen carefully to clients, understand their event expectations and communicate their needs clearly to the relevant team.
• Receive and record enquiries, follow up with prospects, track booking progress and make sure no enquiry is neglected.
• Communicate approved information on services, timelines, processes and deliverables, and avoid making promises without approval.
• Work closely with the Project, Creative, Operations and other teams so that client requests, feedback and approved changes are handled correctly.
• Handle complaints calmly, resolve issues within approved limits and escalate sensitive matters to the manager.
• Maintain accurate client records, enquiries, meetings, preferences, feedback and booking status in the approved tracking system.
• Follow up with clients throughout the service process until project completion.
• Dress smartly, maintain good grooming and show confidence, discretion and social etiquette.
• Gather feedback, identify recurring concerns and recommend improvements to the client experience.
• Submit timely reports on enquiries, bookings, complaints and feedback to the supervisor.

Required profile

• A minimum of 2 years of experience.
• A minimum qualification of OND.