Passenger Relations Officer at Excel and Grace Consulting

EXCEL AND GRACE CONSULTING is a key player in financial & business consulting; providing financial advisory services to people and organizations in Nigeria. Endowed with seasoned Consultants in Human Capital Development, Business Development, Accounting, Operations Management, Project management, Banking, Marketing, Brand Development, and so many other fields, Excel and Grace has adequately positioned itself as a solution provider.

EXCEL & GRACE is a wholly indigenous (Nigerian) and privately owned company registered as an enterprise in 2000 and incorporated in 2004 under the companies and allied matters decree of Nigeria, 1968.

With our core values which we constantly pursue to substantiate, we believe that our clients operate on a continuum of policies and procedures which constantly shape the outcome of their overall objective. This is why we don’t just take up a client and suggest according to perceived solutions; BUT rather we undertake a thorough study of who they are, their compositions and the environment they operate in before proffering a solution. We do this painstakingly, knowing that no two organizations are exactly the same even if they operate within the same industry or environment.

This is why in the last 10 years of our reasonable exposure in consulting, we have engaged professionalism and consistently maintain high standards in our operations. We have over time helped businesses explore opportunities, manage and sustain growth with good returns.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.