Excel and Grace Consulting is a fast-paced business consulting organization with a track record of delivering exceptional business solutions to small and medium-scale enterprises in Nigeria, Ghana, Germany, Switzerland, Canada, etc.
We are certified management consultants with the International Council of Management Consulting Institutes (CMC-Global) with over 18 years of experience. Our team of experts and consultants have authored over 20 books on business management, business structure, business operations, human resources, organizational structure, employee development, money management, and so on.
We are recruiting to fill the position below:
Job Title: Passenger Relations Officer
Location: Lagos
Employment Type: Full-time
Department: Operations / Customer Experience
Reports to: Operations Manager / Head of Operations
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.
Salary
N300,000
Monthly + Travel Allowance
Application
Closing Date
25th
September, 2026.
Method
of Application
Interested
and qualified candidates should send their CV to: eandg.tprecruiters@gmail.com using "Passenger
Relations Officer – LAGOS" as the subject of
the email.
Note: Only candidates who meet the
stated requirements and are currently based in Lagos will be considered.
