Customer Relations Assistant at Committed To Good (CTG)

Overview of position:

• Under the overall supervision of the Humanitarian Hubs Project Coordinator & direct supervision of the Humanitarian Hubs Operations Assistant, the successful candidate will be responsible for the provision of customer services for the humanitarian hub in accordance to the performance & quality level standards set by the humanitarian hubs management.

Role objectives:

• Ensure that all booking requests are attended to appropriately acted upon & processed.
• Brief guest(s) on the humanitarian hubs services / facilities & the rules & regulations.
• Promptly attend to concerns & requests raised by resident(s) & guest(s).
• Coordinate with partners on the schedule & use of red roof’s conference room & training centre including the provision of lunch & / or coffee breaks whenever necessary.
• Coordinate with the support units (maintenance, housekeeping, kitchen, etc.) all issues reported to the front desk that will impact the quality of service of red roof & welfare of the residents / guests.
• Monitor the progress of the action taken by the support unit(s) concerned & update the guest as needed.
• Organize the front desk file & ensure clear & comprehensive records of guest(s) room bookings & all billings for accountability & future reference.
• Coordinate with the Hub Managers on issues related to accommodation.
• Update & ensure timely & accurate updating of the booking / reservation platform.
• Ensure orderliness at the front desk, keeping the front desk area clean always.
• Prepare invoices of residents & guests in a timely manner & ensure that the residents & guests acknowledge their invoices within the prescribed period.
• Submit the signed invoices to the Hub Cashier for collection of payment.
• Prepare accurate in house report & submit it to Operations Assistant - Customer Service at the end of the week.
• Perform any other duties not listed above when requested by the supervisors.

Project reporting:

• This role works under the overall supervision of the humanitarian hubs Project Coordinator & direct supervision of the Humanitarian Hubs Operations Assistant.

Key competencies:

• Secondary school certificate with relevant working experience in administrational activities.
• Experience in health & safety regulations.
• Fluency in English is required & Hausa & Kanuri is desired.
• Inclusion & respect for diversity respects & promotes individual & cultural differences, encourages diversity & inclusion wherever possible.
• Maintain high ethical standards & acts in a manner consistent with organizational principles / rules & standards of conduct.
• Demonstrates ability to work in a composed, competent & committed manner & exercises careful judgment in meeting day to day challenges.
• Develops & promotes effective collaboration within & across units to achieve shared goals & optimize results.
• Delivering results produces & delivers quality results in a service oriented & timely manner, is action oriented & committed to achieving agreed outcomes.
• Managing & sharing knowledge continuously seeks to learn, share knowledge & innovate.
• Takes ownership for achieving the organization’s priorities & assumes responsibility for own action & delegated work.
• Encourages & contributes to clear & open communication, explains complex matters in an informative, inspiring & motivational way.