Templars - JS Job Details

Cross-Site Request Forgeries

Client Relation Officer - (CRO.1)

Job Title

Client Relation Officer

Organizational Unit

Templars -> Templars and Associates -> Administration

Job Type

Permanent (Business Support)

Locations

Lagos

Job Description

Job Role Summary.

The Role serves as the face and first point of contact of the Firm and is responsible for creating and maintaining a positive, professional, and memorable experience for visitors and other stakeholders.

The role is responsible for managing the Firm's reception and ensuring that every interaction reflects the Firm's values, professionalism, and commitment to service excellence. The incumbent will work closely with internal stakeholders to deliver exceptional client service, support operational efficiency, and uphold the Firm's reputation as a leading professional services Firm.

Key Responsibilities

Client Experience Management

Serve as the first point of contact for clients, visitors, vendors, and stakeholders visiting the Firm.
Deliver a professional, warm, and welcoming experience that reflects the Firm's standards and values.
Manage visitor reception, registration, and client engagement processes.
Anticipate and respond to client and visitor needs, ensuring a seamless experience throughout their interaction with the Firm.
Address enquiries, concerns, and requests promptly and professionally, escalating issues where appropriate.
Support the implementation of client hospitality initiatives and service excellence standards.
Build and maintain positive relationships with internal and external stakeholders.

Reception Management

Manage the day-to-day operations of the Firm's reception and front office.
Ensure the reception area, meeting rooms, and client-facing spaces are maintained to the highest professional standards.
Coordinate meeting room bookings and visitor logistics.
Maintain visitor records and ensure compliance with security and access protocols.
Monitor the availability of reception and hospitality materials and coordinate replenishment where necessary.

Communication & Information Management

Manage incoming telephone calls, emails, and enquiries in a professional and timely manner.
Direct communications appropriately and ensure prompt follow-up where required.
Receive, sort, distribute, and track incoming correspondence, packages, and deliveries.
Coordinate outgoing mail, courier services, and document dispatch activities.
Maintain accurate records, logs, and documentation relating to front-office operations.

Administrative & Operational Support

Provide administrative support for meetings, training sessions, conferences, and Firm events.
Support logistics coordination for internal and external engagements.
Assist with travel, accommodation, and visitor arrangements as required.
Monitor office and hospitality supplies and initiate procurement requests when necessary.
Prepare periodic reports relating to visitor management, client service activities, and front-office operations.

Stakeholder & Vendor Coordination

Liaise with service providers, couriers, vendors, and building management personnel on matters relating to reception and client services.
Coordinate with internal departments to ensure seamless service delivery to clients and visitors.
Escalate operational, facility, or service-related concerns to the appropriate parties.

Brand Representation & Service Excellence

Act as a brand ambassador by consistently demonstrating professionalism, courtesy, and exceptional service.
Maintain the highest standards of personal presentation, etiquette, and workplace conduct.
Identify opportunities to improve client experience and operational efficiency.
Uphold confidentiality and exercise discretion in handling sensitive information.

Other Duties

Perform any other duties or responsibilities that may be assigned by Management from time to time.

Job Requirements

Key Skills & Competencies

Knowledge of Multi-line Phone Systems.
Emotional Intelligence.
Strong client service skills.
Strong communication skills.
Strong organizational and administrative skills.
Ability to multitask
Strong attention to detail and commitment to quality.
Ability to exercise discretion and maintain confidentiality.
Strong problem-solving and decision-making abilities.
Ability to work effectively under pressure while maintaining professionalism.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
Knowledge of office administration and front-office management practices.
Good interpersonal skills.

Qualifications

Bachelor's Degree in Business Administration, Mass Communication, Public Relations, Hospitality Management, Marketing, Social Sciences, or a related discipline.

Professional Membership

Membership in relevant professional organizations is an added advantage.

Minimum Experience

Minimum of 3–5 years' experience in Client Relations, Customer Service, Front Office Administration, Hospitality, Corporate Services, or a similar client-facing role.

Experience within a professional services, legal, consulting, financial services, or corporate environment will be an added advantage.