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.