Customer Service Executive at Coollink.ng

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.