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. 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 Responsibilities

• Answer and respond promptly to incoming customer calls, emails, and messages regarding service complaints, billing issues, product problems, and general client concerns
• Resolve customer issues efficiently within agreed Service Level Agreements (SLAs), escalating only when necessary
• Identify and escalate situations requiring urgent attention to appropriate departments
• Maintain detailed knowledge of business processes and procedures
• Collate customer feedback and troubleshoot technical challenges experienced by clients
• Answer product and service questions and suggest relevant information about other offerings
• Build sustainable relationships of trust through open and interactive communication
• Submit weekly reports to Supervisor/Head of Department

Key Requirements

• Maintain a positive, empathetic, and professional attitude towards customers at all times
• Adopt a customer-centric approach to provide effective resolution to concerns
• Respond to customer calls within 1 minute, emails within 30 minutes, and WhatsApp messages within 3 minutes
• Resolve at least 85% of customer issues on first contact without escalation
• Achieve 90%+ customer satisfaction ratings from post-interaction surveys
• Submit accurate end-of-shift reports with 100% on-time delivery