Customer Service Officer

Customer Service Officer

Location: Abakpa, Enugu

Employment Type: Full-time

Work Schedule: Shift-Based

Job Summary 

• We are seeking a friendly, professional, and customer-focused Customer Service Officer to serve as a key point of contact for guests visiting the resort.
• The successful candidate will be responsible for delivering excellent guest experiences, handling enquiries and complaints, assisting with ticketing and reservations, and coordinating with other departments to ensure guests receive prompt and efficient service.
• The ideal candidate should have excellent communication skills, a pleasant personality, strong attention to detail, and the ability to remain calm and professional in a busy hospitality environment.

Key Responsibilities

Guest Experience:

• Welcome guests in a warm, friendly, and professional manner.
• Provide accurate information about the hotel, Upside Down House, facilities, activities, and ongoing promotions.
• Ensure guests receive prompt and courteous service throughout their visit.
• Escort or direct guests to appropriate locations where necessary.
• Anticipate guest needs and exceed service expectations.

Customer Service:

• Handle guest enquiries, requests, and complaints professionally.
• Resolve customer concerns promptly and escalate complex issues to the appropriate supervisor or department.
• Follow up on complaints and requests to ensure complete resolution.
• Maintain a positive, helpful, and customer-focused attitude at all times.

Ticketing & Reservations:

• Assist guests with ticket purchases for the Upside Down House and other attractions.
• Process bookings, reservations, and guest registrations accurately.
• Verify payments and issue receipts where required.
• Maintain proper documentation of guest transactions.

Communication & Coordination:

• Liaise with Housekeeping, Food & Beverage, Security, Maintenance, and other departments to ensure guest requests are attended to promptly.
• Communicate operational updates that may affect the guest experience.
• Maintain effective communication with team members during shift handovers.

Administrative Duties:

• Maintain accurate records of guest enquiries, complaints, lost and found items, and service requests.
• Prepare daily customer service reports where required.
• Handle guest information with confidentiality.
• Keep the reception and customer service areas clean, organized, and presentable.

Sales & Upselling:

• Promote hotel facilities, accommodation, restaurants, events, recreational activities, and Upside Down House experiences.
• Inform guests about available activities, packages, and promotions.
• Identify opportunities to increase guest spending through relevant value-added services.

Operational Support:

• Monitor guest flow and waiting times to ensure efficient service delivery.
• Support crowd management during weekends, public holidays, and special events.
• Assist during corporate events, weddings, conferences, and promotional activities.
• Ensure guest service areas are properly organized and ready for service.

Requirements & Qualifications

• OND, HND, or Bachelor's Degree in Hospitality Management, Business Administration, Customer Service, or a related field.
• Previous experience in customer service, front desk, hospitality, tourism, or a related role is an advantage.
• Excellent verbal and written communication skills.
• Good interpersonal and problem-solving skills.
• Professional, friendly, and presentable personality.
• Strong customer service orientation.
• Ability to handle difficult customers and complaints professionally.
• Ability to work effectively under pressure and in a fast-paced environment.
• Basic computer literacy and ability to use customer service or booking systems.
• Willingness to work shifts, weekends, and public holidays.

Customer Service (1):

• Morning Shift: 8:00 AM – 6:00 PM
• Evening Shift: 6:00 PM – 8:00 AM.

Customer Service (2)

• Morning Shift: 9:00 AM – 4:00 PM
• Evening Shift: 2:00 PM – 8:00 PM.
• Staff will be assigned to shifts based on operational requirements.

Salary

N100,000 monthly.

Application Closing Date

30th August, 2026.

How to Apply

Interested and qualified candidates should submit their application to: careerng@fmragency.com using the job title as the subject of the email.