Customer Retention Specialist (NYSC) at Swift Networks

About the Role

• We're looking for a dynamic Customer Retention Specialist to help us keep and grow our core customer base. You'll speak directly with customers to understand their challenges, resolve issues, gather feedback that improves our services, and build lasting relationships that keep them with us.

What You'll Do

• Resolve customer issues promptly, following established procedures and policies
• Handle inbound and outbound calls and technical queries on VoIP, internet, and data services across LTE, FTTx, Fibre, and Wi-Fi
• Use CRM software to manage customer interactions and log every query accurately
• Escalate complaints to the appropriate teams using the right tools
• Suggest alternatives and solutions to resolve complaints on a priority basis
• Develop retention strategies based on customer feedback
• Negotiate with customers to renew contracts and retain their business
• Assist customers with online payments and ensure they get value from our services
• Report customer issues and trends to your Supervisor so management stays informed
• Attend training and coaching sessions and stay up to date on our products and services

What We're Looking For

• Currently serving or have completed NYSC (NYSC fresh graduate)
• Bachelor's degree (Second Class Upper, 2:1) or HND (Upper Credit), preferably in Sales, Marketing, or a related field
• Must reside on Lagos Island or its environs
• Excellent customer service and conflict resolution skills
• Strong communication and interpersonal skills
• Working knowledge of CRM, Excel, and Outlook
• Ability to stay calm and professional under pressure
• Empathy, patience, and strong organizational skills
• A persuasive attitude and a passion for sales