Coach Assistant at Excel and Grace Consulting

Job Summary

• The Coach Assistant will support the driver and ensure a safe, smooth, and positive travel experience for passengers, particularly on interstate trips from Lagos.
• The role serves as the second set of eyes for the driver, while taking primary responsibility for passenger support, communication, and service experience throughout the journey.

Key Responsibilities
Passenger Experience:

• Welcome and assist passengers during boarding, the journey, and disembarkation.
• Provide clear information and respond professionally to passenger requests and concerns.
• Assist with luggage, seating, passenger counts, and designated stops.
• Handle passenger complaints calmly and professionally.

Driver & Trip Support:

• Act as the driver's second set of eyes throughout the journey.
• Assist with monitoring passengers, road situations, and other trip-related matters.
• Communicate important observations to the driver without causing distraction.
• Support compliance with company safety and operational procedures.

Communication & Problem Solving:

• Maintain professional communication with passengers, drivers, and the Operations Team.
• Resolve minor passenger or trip-related issues and escalate serious matters appropriately.
• Assist in managing delays, passenger disputes, lost items, and other unexpected situations.

Trip Coordination & Reporting:

• Verify passenger and trip details before departure.
• Ensure passengers board and disembark at the appropriate locations.
• Report incidents, complaints, vehicle concerns, and other relevant issues to the Operations Team.
• Complete required trip reports and handover information.

Professionalism & Teamwork:

• Maintain a professional appearance and positive attitude at all times.
• Work closely with drivers and operations staff to ensure smooth trip execution.
• Represent the company positively and maintain confidentiality of passenger and company information.

Requirements

• Minimum of OND / NCE or equivalent qualification.
• Previous experience in customer service, hospitality, transportation, or other passenger-facing roles is an advantage.
• Must be willing and available to travel frequently on interstate routes, including day and night trips.
• Must be comfortable spending extended periods on the road and working varying travel schedules.
• Must be willing to work weekends, public holidays, and other non-standard hours based on trip schedules.
• Must demonstrate reliability, patience, good personal presentation, professionalism, and strong customer-service orientation.

Key Competencies:

• Customer Service
• Communication & Active Listening
• Problem Solving
• Professionalism
• Teamwork & Collaboration
• Attention to Detail
• Alertness & Situational Awareness
• Emotional Intelligence