Recruitment for Customer Service Executive at Coollink Nigeria

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Recruitment for Customer Service Executive at Coollink Nigeria

Are you passionate about delivering excellent customer service and building long-term relationships with clients? Do you want to join one of Nigeria’s leading internet service and technology companies? If yes, then this exciting opportunity at Coollink Nigeria is for you.

Coollink has been at the forefront of innovation in satellite broadband and IT services for over 20 years. With a mission to connect enterprises and SMEs across Nigeria and Africa, Coollink has become a trusted partner for businesses seeking reliable and affordable connectivity. Now, with its expansion into advanced IT solutions, the company is inviting qualified professionals to apply for the position of Customer Service Executive in Lagos.

This role is a perfect opportunity for individuals with strong communication skills, customer service expertise, and a drive to help businesses succeed in the digital world.

About Coollink Nigeria

Founded over two decades ago, Coollink Nigeria has grown into a recognized leader in connectivity and IT services. The company provides:

  • Satellite broadband services that reach remote and underserved areas.

  • IT infrastructure solutions that help businesses optimize operations.

  • Reliable customer support to ensure smooth service delivery.

Coollink’s commitment to innovation, reliability, and customer satisfaction has positioned it as a trusted name in Nigeria’s telecommunications and IT industry.

Job Title: Customer Service Executive

  • Location: Lagos, Nigeria

  • Employment Type: Full-time

  • Application Deadline: 29th September, 2025

The Customer Service Executive will serve as the first point of contact for clients, handling service inquiries, complaints, and product-related questions. This role is vital to maintaining customer trust, providing timely resolutions, and ensuring high satisfaction ratings.

Role Summary

The Customer Service Executive is responsible for:

  • Promptly addressing customer inquiries and complaints.

  • Escalating only when necessary and within agreed timelines.

  • Maintaining accurate records of customer interactions.

  • Supporting continuous improvement in service delivery.

  • Operating in compliance with ISO/IEC 27001 information security standards.

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By performing these tasks, the executive ensures smooth communication between clients and the company while upholding the highest service standards.

Key Responsibilities

As a Customer Service Executive at Coollink, your day-to-day responsibilities will include:

  1. Client Interaction

    • Answer incoming calls, emails, and WhatsApp chats.

    • Resolve service-related complaints and billing issues.

    • Provide accurate information about products and services.

  2. Problem-Solving & Escalation

    • Troubleshoot client challenges effectively.

    • Escalate urgent issues to the appropriate department.

    • Ensure complaints are handled within Service Level Agreements (SLAs).

  3. Customer Relationship Management

    • Maintain a positive, empathetic, and professional attitude toward customers.

    • Build sustainable client relationships through interactive communication.

    • Collect feedback to improve customer satisfaction.

  4. Reporting & Documentation

    • Submit accurate weekly and end-of-shift reports.

    • Maintain knowledge of company processes and policies.

    • Keep records of customer interactions and feedback.

  5. Product Knowledge & Recommendations

    • Stay updated on Coollink’s latest solutions and services.

    • Suggest additional products or services where appropriate.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

  • Response Time: Calls answered within 1 minute, emails within 30 minutes, and WhatsApp chats within 3 minutes.

  • Resolution Rate: At least 85% of issues resolved during first contact.

  • Customer Satisfaction: Achieving 90%+ satisfaction ratings from surveys.

  • Escalations: Only escalate when absolutely necessary.

  • Shift Reports: 100% accurate and on-time submission.

  • Product Recommendations: At least 5% of calls include a successful recommendation.

  • Attendance: 99% or higher monthly attendance.

  • Compliance: 100% adherence to company standards.

Education and Experience

To qualify for this position, applicants must have:

  • Educational Background: Minimum of B.Sc. or HND from a recognized institution.

  • Experience: 1 – 3 years in customer service, preferably in the ISP or telecommunications sector.

  • Technical Skills: Good knowledge of Microsoft Office Suite.

  • Industry Awareness: Internet and social media savvy.

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Required Competencies

The ideal candidate should demonstrate the following:

  • Excellent communication and presentation skills.

  • Ability to handle multiple tasks and meet deadlines.

  • Strong problem-solving and customer query resolution skills.

  • A friendly, polite, and professional attitude.

  • Leadership and teamwork abilities.

  • Customer-centric mindset with a passion for service excellence.

Why Work at Coollink?

Joining Coollink as a Customer Service Executive comes with numerous benefits, including:

  • The chance to work with one of Nigeria’s leading IT and connectivity companies.

  • Career growth opportunities in the technology and telecommunications industry.

  • Exposure to customer service best practices aligned with international standards.

  • A collaborative work environment where innovation is encouraged.

Application Process

Interested and qualified candidates should:

  • Send their CV and Cover Letter to: career@coollink.ng

  • Use “Customer Service Executive” as the subject of the email.

  • Ensure all applications are submitted before the closing date: 29th September, 2025.

Notes

  • Employees are expected to comply with the company’s information security responsibilities.

  • All tasks should be carried out in line with company policies and Standard Operating Procedures.

  • Accuracy and professionalism are key requirements.

FAQs About the Coollink Customer Service Executive Recruitment

1. What is the application deadline for the Coollink Customer Service Executive role?
The application deadline is 29th September, 2025.

2. Who can apply for this role?
Applicants must have a B.Sc. or HND and 1 – 3 years of relevant customer service experience, preferably in the ISP or telecommunications industry.

3. What skills are required for the position?
You need excellent communication skills, customer service expertise, knowledge of Microsoft Office, and the ability to resolve customer queries efficiently.

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4. Is this a remote or on-site job?
The job is based in Lagos, Nigeria, and requires on-site work.

5. What kind of company is Coollink?
Coollink is a leading Nigerian provider of satellite broadband and IT services, with over 20 years of experience connecting businesses and individuals across Africa.

6. How do I apply for the Coollink Customer Service Executive job?
Send your CV and Cover Letter to career@coollink.ng with the subject “Customer Service Executive.”

Final Thoughts

The Coollink Customer Service Executive recruitment is a great opportunity for professionals who are passionate about delivering world-class customer service in Nigeria’s fast-growing telecommunications industry. With excellent career growth prospects, exposure to cutting-edge IT solutions, and the chance to make a direct impact on customer satisfaction, this role is ideal for individuals seeking both professional development and job stability.

If you meet the qualifications and have a passion for customer service, don’t miss this chance to join Coollink Nigeria. Apply today and take the next step in your career!

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