Passenger Relations Officer at Excel and Grace Consulting

Description

• We are seeking a professional, customer-focused and results-driven Passenger Relations Officer to join our team and ensure a seamless, professional and positive experience for passengers throughout their journey.

Key Responsibilities

• Manage passenger enquiries, requests, complaints and feedback professionally and promptly.
• Welcome, assist and provide accurate information to passengers regarding routes, schedules, boarding and travel arrangements.
• Support smooth passenger check-in, boarding, departure and other journey-related processes.
• Coordinate closely with drivers and the Operations Team to resolve passenger-related issues.
• Handle passenger complaints, investigate concerns, provide appropriate resolutions and escalate complex matters when necessary.
• Maintain strong passenger relationships and promote a high standard of customer service.
• Provide timely communication to passengers regarding delays, schedule changes or operational disruptions.
• Monitor passenger experience and identify opportunities to improve service quality and satisfaction.
• Maintain accurate records of passenger complaints, enquiries, incidents and resolutions.
• Prepare regular passenger-relations reports and provide management with insights from passenger feedback and recurring service issues.
• Support the implementation of customer service standards and initiatives across the Company's operations.
• Promote passenger safety, professionalism and compliance with Company policies and procedures.

Requirements

• Bachelor's Degree, HND or equivalent in Business Administration, Hospitality, Mass Communication, Public Relations, Transport Management, Customer Service, or a related field.
• 2–4 years of relevant experience in passenger relations, customer service, transportation, hospitality, travel, front-office operations, or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Strong customer service, interpersonal and relationship-management skills.
• Excellent emotional intelligence and conflict-resolution abilities.
• Strong problem-solving skills with the ability to remain calm under pressure.
• Good organisational skills and attention to detail.
• Professional appearance, maturity and excellent interpersonal conduct.
• Ability to work effectively with passengers, drivers, operations teams and other stakeholders.
• Proficiency in Microsoft Office and other relevant digital communication tools.
• Willingness to work across designated operational locations and travel within Lagos when required.
• Must currently be based in Lagos.