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Customer Support Officer
About this role
The role is for a Customer Support Officer at UPDC Facility Management Limited, based in Lagos. The position involves being the main contact for residents, handling enquiries, complaints and service requests, and supporting day-to-day operations of a residential facility. The employer provides facility management services for residential and commercial properties, focusing on operational efficiency, asset preservation and quality service delivery. The role requires a customer-focused, proactive individual to ensure resident satisfaction and coordinate with various facility teams on service delivery and rules enforcement.
What you would do
- Act as the first point of contact for residents via phone, email and other channels.
- Receive, document, track and follow up on resident complaints until resolution.
- Coordinate with facility management, maintenance, security, cleaning and other teams to ensure timely service delivery.
- Update residents on maintenance schedules, operations, disruptions and estate activities.
- Prepare periodic customer service reports and escalate critical issues to supervisors.
- Assist with resident onboarding, move-in and move-out processes, and dissemination of estate policies.
- Maintain records of residents' feedback, complaints, requests and resolutions.
- Monitor resident satisfaction and identify opportunities to improve service delivery.
- Enforce and communicate estate rules and regulations.
What they are asking for
- Bachelor’s degree or HND in Business Administration, Mass Communication, Hospitality Management, Customer Relations or related field.
- 1–3 years of relevant experience in customer service, front desk operations, hospitality, property management or facility management.
- Good organisational skills and attention to detail.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office (Word and Excel).
- Strong interpersonal, problem-solving and conflict-resolution skills.
- Ability to remain calm, professional and solution-oriented when handling complaints.
- Experience in a residential estate or facility management environment is an added advantage.
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