Operations & Customer Experience Officer

Customer Service & Guest Experience

Are you a customer-focused professional with strong communication skills and a passion for delivering excellent customer experiences? Do you thrive in fast-paced environments and enjoy helping customers, resolving issues, and ensuring every guest has a smooth experience?

Our client is seeking aOperations & Customer Experience Officer to manage customer enquiries, bookings support, complaints, follow-ups, CRM updates, and guest assistance while ensuring a consistently professional customer experience.

Key Responsibilities

• Respond to customer enquiries via WhatsApp, phone, email, social media, and in person.

• Provide accurate information on Enzo experiences, pricing, packages, bookings, promotions, and operating hours.

• Assist customers with bookings, confirmations, rescheduling, and general enquiries.

• Welcome guests and support first-time customers with orientation.

• Handle first-level complaints professionally and escalate serious issues to the Operations Lead.

• Record customer enquiries, complaints, feedback, and follow-ups in the CRM.

• Follow up with customers after visits, bookings, complaints, and events where necessary.

• Encourage feedback forms, Google reviews, referrals, and repeat visits.

• Identify relevant upsell opportunities and refer qualified leads to Sales or Events.

• Support CRM and customer data management.

• Support sales and upselling activities.

• Work closely with Front Desk, Game Attendants, Sales, Events, Technical, and Operations teams.

• Submit daily and weekly customer service reports.

Ideal Candidate Profile

• OND, HND, B.Sc or equivalent qualification.

• Previous experience in customer service, hospitality, entertainment, leisure, retail, events, tourism, or a customer-facing environment.

• Experience handling WhatsApp, phone, email, and in-person customer communication.

• Experience using CRM, customer databases, or booking systems is an advantage.

• Experience working in a fast-paced service environment is preferred.

Skills & Competencies

• Strong verbal and written communication.

• Excellent customer service and interpersonal skills.

• Conflict resolution and problem-solving ability.

• Good organisation and attention to detail.

• Ability to remain calm under pressure.

• Basic sales and upselling skills.

• Good computer and CRM literacy.

• Professionalism, reliability, and teamwork.

About Urehgab

Urehgab is more than a recruitment agency, we are a growth partner for innovative teams across Africa. We specialize in building high-performing sales, marketing, and operations teams for industries like tech, manufacturing, hospitality, education, and financial services. From executive search to strategic hiring campaigns, we help our clients hire smart and grow fast.