Customer Retention Specialist (NYSC Fresh Graduate)

Customer Retention Specialist (NYSC Fresh Graduate)

Swift Networks is seeking a dynamic Customer Retention Specialist to help maintain and grow our core customer base. You'll interact directly with customers to resolve issues, gather feedback, and build long-term relationships that keep them engaged with our services.

Responsibilities

• 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

Requirements

• 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

How to Apply Send your CV and a cover letter describing your relevant experience and your vision for the role to hr@swiftng.net. Use the subject line "Customer Retention Specialist"