FoliXx Hospitality is an organization whose grand purpose is to achieve global relevance among leaders in the hospitality guild, by unparalleled culture and service. We are a resolute people, committed to continuous excellent service delivery, our value systems are built upon: integrity, excellence, attitude, competence, and continuous improvement.
We are recruiting to fill the position below:
1.) Customer Service Manager
Job Location: Lekki, Lagos
Job Description
- Supervising the daily operations of the customer service department
- Create engaged customers and facilitate organic growth
- Setting a clear mission and deploying strategies focused on that mission.
- Always ensure the satisfaction of customers
- Taking ownership of customers issues and following problems through to resolution
- Drive speed of service
- Serves as a role model when coaching employees on how to resolve complex, customer-related issues
- Improving customer service experience
- Provides project management leadership on specific cross-departmental projects
- Manage operations as it relates to customer’s satisfaction
- Develop and implement strategic business plans for profits and excellence
- Manage the handling of customers’ requests, issues, and relations
- Develops and maintains a team atmosphere within Customer Service and with other departments
- Manages customer expectations in answering questions about policies and procedures
- Creating a reliable customer loyalty program
- Setting customer service goals for team members and helping them reach those goals
- Interacting with customers and handling customer queries and complaints in a timely manner.
Requirements
- Candidates should possess a B.Sc / M.Sc Degree with 5+ years of relevant work experience.
Method of Application
Interested and qualified candidates should send their CV to: folixxhospitality@gmail.com using the Job Position as the subject of the email.
2.) Digital Marketing / Social Media Specialist
Job Location: Lekki, Lagos
Job Description
- We are looking for a talented Digital Marketing Specialist / Social Media Manager.
- You should have a strong grasp of current marketing tools and strategies and be able to lead integrated digital marketing campaigns from concept to execution.
- You will be responsible for creating original text and video content, managing posts, and responding to followers.
- You will manage our company image in a cohesive way to achieve our marketing goals.
- We expect you to be up to date with the latest digital technologies and social media trends.
- You should have excellent communication skills and be able to express our company’s views creatively.
- Ultimately, you should be able to handle our social media presence ensuring high levels of web traffic and customer engagement.
Responsibilities
- Plan and execute all digital marketing, including SEO/SEM, marketing database, email, social media and display advertising campaigns
- Design, build and maintain our social media presence
- Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
- Identify trends and insights, and optimize spend and performance based on the insights
- Brainstorm new and creative growth strategies
- Plan, execute, and measure experiments and conversion tests
- Collaborate with internal teams to create landing pages and optimize user experience
- Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
- Generate, edit, publish and share engaging content daily (e.g. original text, photos, videos and news)
- Collaborate with other teams, like marketing and customer service to ensure brand consistency
- Communicate with followers, respond to queries in a timely manner and monitor customer reviews
- Collaborate with agencies and other vendor partners
- Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate
- Perform research on current benchmark trends and audience preferences
- Design and implement social media strategy to align with business goals
- Oversee social media accounts’ design (e.g. Instagram timeline cover, profile pictures and blog layout)
- Suggest and implement new features to develop brand awareness, like promotions and competitions
- Stay up-to-date with current technologies and trends in social media, design tools and applications
Requirements and skills
- Candidates should possess a First Degree in Marketing, IT, or relevant field with 5+ years relevant work experience.
- Proven working experience in digital marketing
- Demonstrable experience leading and managing SEO/SEM, marketing database, email, social media and/or display advertising campaigns
- Experience in setting up and optimizing Google Adwords campaigns
- Working knowledge of HTML, CSS, and JavaScript development and constraints
- Strong analytical skills and data-driven thinking
- Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform and motivate
- Solid knowledge of website analytics tools (e.g., Google Analytics, NetInsight, Omniture, WebTrends)
- Working knowledge of ad serving tools (e.g., DART, Atlas)
- Up-to-date with the latest trends and best practices in online marketing and measurement
- Good to have Social Media Manager skills:
- Proven work experience as a Social media manager
- Solid knowledge of SEO, keyword research and Google Analytics
- Knowledge of online marketing channels
- Hands on experience in content management
- Excellent copywriting skills
- Ability to deliver creative content (text, image and video)
- Familiarity with web design
- Excellent communication skills
- Analytical and multitasking skills.
Method of Application
Interested and qualified candidates should send their CV to: folixxhospitality@gmail.com using the Job Position as the subject of the email.
3.) Customer Service Representative
Job Location: Lekki, Lagos
Job Description
- Strategizing and monitoring the daily activities of customer service operations.
- Managing cashier coverage and customer flow to ensure proficient customer service.
- Monitoring and authenticating returns, exchanges, and voids.
- Managelargeamounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Investigating and solving customer service complaints.
- Assisting with the development and implementation of service policies, and explaining these to customers.
- Maintaining documentation pertaining to customer service department activities.
- Performing additional duties where needed.
- Keep records of customer interactions, process customer accounts and file documents
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service teamsales targets and call handling quotas
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers.
Requirements
- Candidates should possess a First Degree with 3+ years of relevant work experience.
Method of Application
Interested and qualified candidates should send their CV to: folixxhospitality@gmail.com using the Job Position as the subject of the email.
4.) HR Generalist
Job Location: Lekki, Lagos
Job Description
- Weare looking for a HR Generalist. To perform well in this role, you should have experience as an HR Head, or other senior roles in the HR team, and knowledge around all legal requirements in this role.
Responsibilities
- Consistently recruiting excellent staff.
- Maintaining a smooth onboarding process.
- Conducting performance and wage reviews.
- Developing clear policies and ensuring policy awareness.
- Creating clear and concise reports.
- Giving helpful and engaging presentations.
- Training, counseling, and coaching our staff.
- Resolving conflicts through positive and professional mediation.
- Carrying out necessary administrative duties.
- Maintaining and reporting on workplace health and safety compliance.
- Handling workplace investigations, disciplinary, and termination procedures.
- Maintaining employee and workplace privacy.
- Leading a team of junior human resource managers.
Requirements
- Bachelor’s Degree in human resources management or equivalent.
- Experience in human resources or related field.
- Ability to build and maintain positive relationships with colleagues.
- Ability to give presentations.
- Knowledge of relevant health and safety laws.
- Experience using computers for a variety of tasks.
- Experience in educating and coaching staff.
- Experience in conflict resolution, disciplinary processes, and workplace investigations.
- Experience in following and maintaining workplace privacy.
- Competency in Microsoft applications including Word, Excel, and Outlook.
Method of Application
Interested and qualified candidates should send their CV to: folixxhospitality@gmail.com using the Job Position as the subject of the email.
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