Customer Service Officer – Hospitality

About the role

We are looking for a Customer Service Officer to join our hospitality team in Lagos. You will be the first point of contact for guests and customers, delivering prompt and professional support across multiple channels.

Key responsibilities

• Respond to customer inquiries via phone, email, social media and other communication channels.
• Provide timely and professional assistance, including basic technical troubleshooting and product usage guidance.
• Escalate complex issues to the appropriate department when necessary.
• Maintain accurate records of interactions and resolutions in the CRM system.
• Follow up with customers to ensure satisfactory resolution of their concerns.
• Educate customers about company products, services and features.
• Collaborate with internal teams to continuously improve the customer experience.

Required profile

• Bachelor’s degree or equivalent.
• At least 2 years of experience in a similar customer service role.
• Basic knowledge of computers and computer hardware.
• Good understanding of internet usage, email management and online communication tools.
• Ability to learn and adapt quickly to new technologies.

Required skills

• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
• Experience using CRM software (preferred).