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