About this role
The Role
The Customer Service Specialist will provide professional, responsive, and consistent customer service support across Nigerdock and SIIFZ, serving tenants, residents, visitors, staff, and other business customers as required.
The role will be responsible for receiving, logging, managing, and resolving customer inquiries, requests, complaints, and service issues. The customer service specialist is expected to take ownership of assigned requests from initial receipt through resolution and closure, ensuring appropriate updates, timely escalation, and confirmation that the customer's need has been satisfactorily addressed.
The role will work closely with relevant internal teams to coordinate service delivery, maintain accurate service records, and ensure consistent customer experience.
Responsibilities • Attend to customer inquiries, requests, complaints, and feedback professionally and promptly. • Provide accurate and relevant information and direct customers to the appropriate channel where necessary. • Maintain a professional, welcoming, and customer-focused approach at all times. • Capture all relevant customer interactions and service requests accurately in the approved ticketing system or designated tracking tools. • Ensure customer requests are properly categorized and contain sufficient information for effective resolution • Log, categorize, prioritize, and assign customer requests to the appropriate internal team in accordance with established procedures. • Take ownership of assigned tickets and monitor them through each stage of the resolution process. • Ensure tickets are properly resolved, documented, and formally closed in accordance with established processes.
• Attend to inquiries and service requests from residents, tenants, and guests within the housing estate and other customer-facing areas. • Support accommodation-related activities, including check-in, check-out, inspections, and handovers. • Support resident and tenant engagement, surveys, and feedback activities. • Coordinate visitor access and relevant requirements with the appropriate internal teams. • Support the coordination of transport, accommodation, meeting rooms, refreshments, and other requirements for approved visitors, delegations, and business guests. • Provide customer service support during assigned rotational shifts, including nights, weekends, and public holidays. • Take ownership of urgent after-hours customer, estate, accommodation, or facility-related matters within the scope of the role. • Liaise with relevant internal teams to coordinate the resolution of customer requests and service issues. • Identify recurring customer concerns, service gaps, and opportunities to improve the customer experience.
Qualifications & Experience • 3–5 years' relevant experience in customer service, hospitality, front desk, estate services, administration, or a similar customer-facing environment. • Experience in a hotel, serviced apartment, residential estate, industrial facility, maritime/logistics, or free zone environment is an advantage. • Experience with visitor coordination, accommodation, events, or business delegations is an advantage. • Proficiency in Microsoft Office and digital record-keeping tools. • Experience using CRM, ticketing, or customer service management systems is an advantage. • Strong ticket management and process discipline. • Willingness to work rotational shifts, including nights, weekends, and public holidays. • Support resident and tenant engagement, surveys, and feedback activities. • Ability to manage multiple requests and prioritize effectively. • Strong problem-solving and sound judgement.