Job Summary
The Customer Service Representative / Social Media Manager will serve as the first point of contact for customers while managing the company’s social-media presence and online community.
The successful candidate will welcome customers, respond to enquiries, coordinate bookings, resolve service issues, create engaging digital content and convert online and offline enquiries into paying customers.
Key Responsibilities
Welcome customers, visitors and prospective clients professionally.
Explain the company’s workspace packages, prices, facilities and business-support services.
Respond promptly to enquiries received through telephone calls, WhatsApp, email and social-media platforms.
Coordinate bookings for hot desks, private offices, meeting rooms and other services.
Confirm customer payments, issue appropriate receipts and maintain accurate transaction records.
Register new customers and provide orientation on the facilities, amenities and workplace rules.
Monitor customers’ package usage, validity periods, renewals and outstanding payments.
Follow up on enquiries and prospective customers until bookings are completed.
Resolve customer complaints professionally and escalate complex matters when necessary.
Collect customer feedback and recommend improvements to management.
Maintain accurate customer, booking and enquiry records.
Support community engagement, networking activities and events.
Assist with administrative and front-desk duties as required.
Requirements
OND, HND or Bachelor’s Degree in Mass Communication, Marketing, Business Administration, Public Relations, English, Digital Media or a related discipline.
At least one to two years’ experience in customer service, front-desk operations, or a similar role.
Demonstrable experience managing business social-media accounts.
Excellent written and verbal communication skills.
Strong customer-service, interpersonal and conflict-resolution abilities.
Good understanding of Instagram, Facebook, TikTok, LinkedIn and WhatsApp Business.
Ability to write engaging captions and create audience-appropriate content.
Basic photography and short-form video-recording or editing skills.
Good knowledge of Microsoft Office or Google Workspace applications.
Ability to manage enquiries, bookings and customer records accurately.
Strong organisation, time-management and follow-up skills.
Ability to work independently and manage customer-facing and digital responsibilities simultaneously.
A professional appearance, positive attitude and strong sense of responsibility.
Applicants should preferably reside in Ikorodu or within a reasonable commuting distance.
Applicants Should Provide
An updated CV.
A short cover letter.
A brief description of how they would attract more customers to Biggie’s Work Space.
Performance Expectations
The successful candidate will be assessed based on:
Speed and quality of responses to customer enquiries.
Number of enquiries converted into bookings.
Customer satisfaction and complaint resolution.
Accuracy of customer, booking and payment records.
Contribution to membership renewals and repeat patronage.
What We Offer
Competitive remuneration.
Performance-based incentives where applicable.
Training and professional-development opportunities.
A creative and collaborative working environment.
Exposure to entrepreneurs, professionals, startups and growing businesses.