Customer Support Officer at UPDC Plc

Job Summary

• We are seeking a professionaland customer-oriented Customer Support Officer to provide exceptional front-line support to residents within a premium residential estate.
• The successful candidate will serve as a key point of contact for residents, receiving and resolving enquiries, complaints, service requests, and other estate-related concerns while ensuring a seamless and positive resident experience.
• This role requires someone who is highly professional, discreet, responsive, well-organised, and able to communicate effectively with high-profile residents and stakeholders.

Key Responsibilities

• Serve as apoint of contact for residents' enquiries, complaints, and service requests.
• Receive, log, track, and follow up on residents' requests through the designated channels.
• Liase with relevant estate teams to ensure timely resolution of issues.
• Provide regular updates to residents on the status of their requests.
• Escalate unresolved or sensitive matters to the appropriate team
• Maintain accurate records of complaints, requests, resolutions, and resident interactions.
• Monitor response and resolution times to ensure agreed service standards are achieved.
• Provide professional support to residents and visitors while maintaining appropriate confidentiality and discretion.
• Identify recurring complaints or service gaps and escalate them for management attention.
• Support resident engagement activities and other customer service initiatives within the estate.
• Ensure all interactions reflect the organisation's commitment to service excellence and customer experience.

Requirements & Qualifications

• Bachelor's Degree or HND in Business Administration, Hospitality, Mass Communication, Customer Relations, or a related field.
• 2-3 years of experience in customer service, helpdesk, front office, hospitality, facility management, or a related role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management skills.
• Good knowledge of customer service principles and complaint resolution.
• Proficiency in Microsoft Office .
• Strong organisational and multitasking abilities.
• Ability to remain calm and professional when handling difficult or sensitive situations.
• Excellent attention to detail and follow-through.
• Experience working in a premium residential, hospitalityor high-end customer service environment will be an advantage.

Key Competencies:

• Customer-focused mindset
• Excellent communication skills
• Professionalism and discretion
• Problem-solving ability
• Responsiveness and accountability
• Emotional intelligence
• Attention to detail
• Teamwork and collaboration
• Ability to work effectively in a fast-paced environment.