Customer Service Executive at Coollink.ng

Coollink Limited (member of Steam Broadcasting and Communications, Ltd, part of the AIM Group Holding Company) is a Nigerian Systems Integrator with its head-office located in Lagos and a nation-wide presence: Abuja, Port Harcourt, Kano.
Over the years, we have ensured the highest levels of customer responsiveness and service quality, a trait which has earned us long-standing relationships with our customers and made us the most reliable ISP in Nigeria. We offer solutions to provide customers with value-added services and support, enabling them to focus on their business instead of their network and internet connection.

In 2009 Coollink was the 1st African ISP company to sign up with Yahsat to distribute Yahclick in Nigeria.Role Summary

The Customer Service Executive serves as the first point of contact for client interactions, responsible for resolving service-related inquiries and complaints efficiently and professionally.
The role ensures prompt response and resolution of issues within agreed SLAs, escalating only when necessary.
This position plays a key role in maintaining customer satisfaction, capturing feedback, and supporting continuous service improvement, while operating in alignment with organizational procedures, and ISO/IEC 27001 information security requirements.

Primary Objectives

Answering and attending promptly to incoming customer calls regarding service complaints, billing issues, products problems and general client’s concerns.
Ensure high level of customer centric attitude to provide resolution to customer concerns
Identifies and escalate situations requiring urgent attention to appropriate department
Maintaining a positive, empathetic and professional attitude towards customers at all times.
Collate customer’s feedback and troubleshoot technical challenges experienced by clients
Maintain a detailed knowledge of business processes and procedures
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Build sustainable relationships of trust through open and interactive communication.

Reporting:

Weekly report submission to Supervisor/HOD.

Key Performance Indicators

Respond to customer calls/emails quickly within 1 minutes for calls, 30 minutes for emails and 3 minutes for WhatsApp chats.
Resolve at least 85% of customer issues on first contact without needing to escalate.
Keep customers happy and collect feedback after interactions with 90%+ satisfaction rating from surveys.
Only escalate when absolutely necessary.
Submit accurate end of shift reports with 100% on-time submission.
Recommend products or services when appropriate with at least 5% of calls include a successful recommendation.
Be present and on time for all scheduled shifts with at least 99% monthly attendance.
100% compliance with company standards.

Education and Experience

Minimum of B.Sc. or HND from a recognized tertiary institution
1 – 3 years relevant experience from an ISP or telecommunication industry
Internet and social media savvy
Customer query resolving skills
Good communication skills
Customer focus
Good knowledge of Microsoft office suite.

Other duties:

Perform any other responsibilities as assigned by the Supervisor or Head of Department.
Participate in trainings, team reviews, and company meetings as required.

Key Competencies:

Willingness to discover and develop new things.
A very friendly, polite and tactful in nature.
Excellent verbal and written communication skills.
Excellent presentation skills to do the work effectively.
Have the ability to cope with multiple tasks and deadlines.
Should have the leadership skills and the ability to motivate and energize fellow team members.
Be able to handle diverse customers and situations.