Customer Service Executive

Job Description

At Coollink, our passion drives us to create innovative technology solutions that empower enterprises and SMEs across Nigeria and Africa. For over two decades, we’ve been pioneering satellite broadband and IT services, bringing reliable, affordable connectivity to even the most remote regions. Now, we’re expanding our expertise to deliver more than just connectivity—we provide end-to-end IT solutions that fuel businesses of all sizes.

From startups and SMEs to large enterprises, we offer the tools and support necessary to thrive in an increasingly digital world. Our IT services cover everything from cloud solutions and network security to managed services, ensuring businesses stay connected, secure, and efficient.

With our Partners, we’re pushing the boundaries of what’s possible, ensuring businesses and communities across Africa have access to world-class connectivity and IT solutions. Whether it’s urban hubs or remote locations, geography is no barrier—we connect people to the technology that transforms lives and industries.

At Coollink, we do more than just deliver services. We’re driven by a passion for innovation, always seeking new ways to solve problems and create value for our customers. Our mission is to empower businesses with technology that works for them—whether through superfast broadband, IT infrastructure, or cutting-edge cloud and data solutions.

Coollink is more than just a service provider—we’re a partner in your success. We believe in solutions that are not only bold and forward-thinking but also reliable and affordable, making it easier for businesses to stay connected, grow, and succeed. With Coollink, your technology is in expert hands—we bring the latest innovations in IT, and connectivity to help you go beyond.

We are recruiting to fill the position below:

Job Title: Customer Service Executive

Location: Lagos

Role Summary

• The Customer Service Executiveserves 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.

KeyPerformanceIndicators

• 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.

Working Conditions:

• The role requires working shifts, including weekends and public holidays,
• The position is primarily office-based/remote, with a fast-paced environment requiring high attention to detail and professionalism.

Application Closing Date
29th September, 2025.

How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: career@coollink.ng using the Job Title as the subject of the email.

Note

• Other jobs may be added with time.
• Staff must understand and carry out information security responsibilities as defined by the organization’s policies and needs.
• All functions are to be carried out according to Standard of Operation.
• Zero error.