Customer Retention Specialist (NYSC)

About this role

Swift Networks, an indigenous ISP with Lagos State outlets, is looking for a Customer Retention Specialist for NYSC members. The role involves engaging with customers to understand issues, resolve problems, gather feedback, and build long-term relationships to retain and grow the customer base. You will handle technical queries, use CRM for logging, escalate where needed, and contribute to retention strategies. The position targets individuals currently serving or having completed NYSC, with a relevant degree and Lagos Island residency preference. The employer provides internet, telephony, and IP-VPN services to residential and enterprise customers across Lagos.

What you would do

• Resolve customer issues following set procedures and policies
• Handle inbound and outbound calls and technical queries on VoIP, internet, and data services
• Use CRM software to log and manage customer interactions
• Escalate complaints to appropriate teams using proper tools
• Suggest solutions to resolve complaints promptly
• Develop retention strategies based on customer feedback
• Negotiate contract renewals and retain customers
• Assist customers with online payments and ensure value from services
• Report issues and trends to supervisor
• Attend training and stay updated on products and services

What they are asking for

• Currently serving or completed NYSC
• Bachelor's degree (Second Class Upper, 2:1) or HND (Upper Credit) in Sales, Marketing or related field
• Residence on Lagos Island or nearby areas
• 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 organisational skills
• Persuasive attitude and a passion for sales

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