About the Role
Swift Networks is a leading Indigenous Internet Service Provider with outlets spread across Lagos State, delivering high-speed internet, telephony, and IP-VPN solutions to residential and enterprise clients. We are seeking a dynamic Customer Retention Specialist to join our team, serving as a vital link in understanding customer needs, resolving issues, and building lasting relationships that reduce churn and drive growth.
Key Responsibilities- Resolve customer issues promptly following established procedures and policies across LTE, FTTx, Fibre, and Wi-Fi services.
- Handle inbound and outbound calls, addressing technical queries related to VoIP, internet, and data services.
- Manage customer interactions using CRM software, accurately logging queries and escalating complaints appropriately.
- Develop and execute effective retention strategies and negotiate contract renewals with existing subscribers.
- Assist customers with online payments, ensuring they extract optimal value from our telecommunications services.
- Report recurring issues and emerging market trends to the supervisor to keep management fully informed.
- Participate actively in training sessions to stay updated on company products and service offerings.
- Currently undergoing or recently completed the National Youth Service Corps (NYSC) program.
- Possess a Bachelor's degree with a Second Class Upper (2:1) or HND with Upper Credit, preferably in Sales, Marketing, or related fields.
- Must reside on Lagos Island or its immediate environs for seamless daily commuting.
- Demonstrate exceptional customer service, conflict resolution, and interpersonal communication skills.
- Working proficiency with CRM tools, Microsoft Excel, and Microsoft Outlook.
- Ability to remain calm under pressure, showcasing empathy, patience, and strong organizational skills.
- Competitive entry-level remuneration package with performance incentives.
- Comprehensive hands-on training in telecommunications customer service and sales strategies.
- Clear career progression pathways within a leading indigenous ISP.
- Dynamic, collaborative, and supportive work environment on Lagos Island.