Customer Support Officer

UPDC Facility Management Limited (UPDC-FM) provides professional facility management services across residential and commercial properties, with a focus on operational efficiency, asset preservation, and quality service delivery.

We are recruiting to fill the position below:

Job Title: Customer Support Officer

Location: Lagos

Job Summary

• We are seeking a customer-focused and proactive Customer Support Officer to support the day-to-day operations of a residential facility.
• The successful candidate will serve as the primary point of contact for residents, ensuring that enquiries, complaints, and service requests are handled promptly and professionally while maintaining a high standard of resident satisfaction.

Key Responsibilities

• Serve as the first point of contact for residents, responding to enquiries, complaints, and service requests through phone calls, emails, and other communication channels.
• Receive, document, track, and follow up on residents’ complaints until resolution.
• Liaise with the facility management, maintenance, security, cleaning, and other operational teams to ensure timely service delivery.
• Communicate updates on maintenance schedules, facility operations, service disruptions, and estate activities to residents.
• Maintain accurate records of residents’ feedback, complaints, requests, and resolutions.
• Assist with resident onboarding, move-in and move-out processes, and the dissemination of estate policies and guidelines.
• Monitor residents’ satisfaction and identify opportunities to improve service delivery.
• Prepare periodic customer service reports and escalate unresolved or critical issues to the appropriate supervisor.
• Ensure professional communication and confidentiality when handling residents’ information.
• Support the enforcement and communication of estate rules and regulations.

Requirements and Qualifications

• Bachelor’s degree or HND in Business Administration, Mass Communication, Hospitality Management, Customer Relations, or a related field.
• 1–3 years of relevant experience in customer service, front desk operations, hospitality, property management, or facility management.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem-solving, and conflict-resolution skills.
• Good organisational skills and attention to detail.
• Proficiency in Microsoft Office applications, particularly Word and Excel.
• Ability to remain calm, professional, and solution-oriented when handling complaints.
• Experience working in a residential estate or facility management environment is an added advantage.

Key Competencies:

• Customer service excellence
• Complaint handling and resolution
• Effective communication
• Relationship management
• Attention to detail
• Teamwork and collaboration
• Professionalism and confidentiality.