Customer Support Officer

• Respond to customer inquiries via phone, WhatsApp, email, and other communication channels.
• Assist guests, accommodation agents, and property owners before, during, and after bookings.
• Resolve customer complaints professionally and escalate complex issues where necessary.
• Follow up with customers to ensure issues have been fully resolved.
• Maintain accurate customer records and interactions in Zoho CRM.
• Collaborate with the operations manager to resolve booking-related issues.
• Provide customers with accurate information about properties, bookings, and company services.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Meet response time and resolution targets.
  

Requirements:

• A minimum of an HND in any relevant field.
• 1–3 years of experience in customer service, hospitality, or a similar role.
• Experience using Zoho CRM or any CRM software is an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good computer skills, including Microsoft Office and Google Workspace.
• Ability to multitask and remain calm under pressure.
• Friendly, empathetic, and customer-focused attitude.
• Experience in hospitality, hotels, shortlets, or travel is an added advantage.