About the Role
Swift Networks is a premier indigenous Internet Service Provider company with multiple outlets across Lagos State, delivering high-speed internet, telephony, and IP-VPN services to residential and enterprise clients. We are currently seeking a dynamic and results-driven Customer Retention Specialist for our Lagos Island location. This is an exciting opportunity for an NYSC fresh graduate to build a rewarding career in customer relationship management, sales, and telecommunications.
Key Responsibilities- Resolve customer issues promptly while adhering to established company policies and procedures.
- Manage inbound and outbound calls, addressing technical queries regarding VoIP, internet, and data services across LTE, FTTx, Fibre, and Wi-Fi networks.
- Utilize CRM software efficiently to track customer interactions, log queries, and monitor retention metrics.
- Escalate complex complaints to appropriate internal teams and suggest priority solutions to guarantee customer satisfaction.
- Develop and execute effective retention strategies based on direct customer feedback and recurring trends.
- Negotiate contract renewals, assist with online payment processing, and demonstrate the ongoing value of our services.
- Report operational trends and customer challenges directly to supervisors to support strategic management decisions.
- Participate actively in continuous training and coaching sessions to maintain comprehensive product knowledge.
- Currently serving in the NYSC program or a recent NYSC graduate.
- Possess a Bachelor's degree with a Second Class Upper (2:1) or an HND with Upper Credit, preferably in Sales, Marketing, or a related discipline.
- Must reside on Lagos Island or its immediate environs for seamless daily commuting.
- Demonstrate exceptional customer service, negotiation, and conflict resolution skills.
- Strong verbal and written communication abilities paired with high emotional intelligence.
- Proficient working knowledge of CRM software, Microsoft Excel, and Microsoft Outlook.
- Ability to remain calm, professional, and empathetic under pressure.
- Comprehensive professional training and structured mentorship from industry experts.
- Hands-on experience in a leading Nigerian telecommunications and internet service provider firm.
- Clear career progression paths and opportunities for permanent absorption post-NYSC based on performance.
- Collaborative, dynamic, and supportive work environment located on Lagos Island.