Customer Retention Specialist (NYSC Fresh Graduate)

About this role

Swift Networks, an Indigenous Internet Service Provider in Lagos, is seeking a Customer Retention Specialist for NYSC fresh graduates. The role focuses on retaining and growing the core customer base by addressing issues, gathering feedback, and building lasting relationships through customer interactions and retention initiatives. The position is based in Lagos, with a preference for applicants residing on Lagos Island or nearby.

What you would 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
• Develop retention strategies based on customer feedback
• Negotiate with customers to renew contracts and retain their business

What they are asking for

• Currently serving or have completed NYSC (NYSC fresh graduate)
• Bachelor's degree (2:1) or HND (Upper Credit), preferably in Sales, Marketing, or 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

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