Customer Support & Operations Associate at Elvaridah

Job Overview

• We are seeking a highly motivated Customer Support & Operations Associate to join our team in Lagos. 
• This role is ideal for individuals with strong communication skills and a passion for delivering outstanding customer experiences in the hospitality industry. 
• The successful candidate will be responsible for handling customer inquiries, ensuring smooth operational processes, and enhancing overall guest satisfaction.

Key Responsibilities
Customer Support:

• Handle guest inquiries and provide timely, professional responses via phone, email, and chat.
• Address customer complaints and escalate issues when necessary to ensure guest satisfaction.
• Assist customers with reservations, bookings, and service-related requests.

Operations & Coordination:

• Oversee daily operational tasks to ensure smooth service delivery.
• Work closely with front desk teams, housekeeping, and other departments to maintain seamless guest experiences.
• Ensure compliance with hospitality service standards and company policies.

Process Improvement:

• Identify and implement ways to enhance customer service efficiency.
• Collect and analyze guest feedback to drive service improvements.
• Maintain accurate customer records and operational documentation.

Team Collaboration:

• Support training and development initiatives for customer service and operational staff.
• Coordinate with vendors, suppliers, and logistics teams to ensure operational efficiency.

Requirements
Education & Experience:

• Bachelor’s degree or HND in Hospitality Management, Business Administration, or a related field.
• Minimum of 2 years of experience in a customer support, operations, or hospitality role.
• Experience in hotels, travel agencies, restaurants, or event management is an advantage.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and customer-first mindset.
• Ability to multitask and work efficiently under pressure.
• Proficiency in Microsoft Office and customer management software (e.g., CRM tools).
• Knowledge of hospitality trends and best practices.

Other Requirements:

• Must be based in Lagos, Nigeria.
• Flexibility to work shifts, weekends, and holidays as required in the hospitality industry.