About the Role
Excel and Grace Consulting is seeking a professional, customer-focused, and results-driven Passenger Relations Officer to join our team in Lagos. In this role, you will ensure a seamless, professional, and positive experience for passengers throughout their travel journey, acting as the primary point of contact for inquiries, support, and feedback.
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.
- Bachelor Degree, HND, or equivalent in Business Administration, Hospitality, Mass Communication, Public Relations, Transport Management, Customer Service, or a related field.
- 2 to 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.
- 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.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional development and career advancement.
- A collaborative, dynamic, and supportive work environment.