Customer Retention Specialist (nysc Fresh Graduate) 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