About
Swift Networks Limited is a Nigerian telecommunications company providing broadband connectivity and related internet services. The company operates a multi-service network infrastructure and continues to expand its telecommunications offerings.
Job Description
Swift Networks is seeking a Customer Retention Specialist to support customer satisfaction, resolve service-related concerns, and strengthen relationships with existing customers.
The successful candidate will interact directly with customers, address complaints, gather feedback, and contribute to strategies designed to improve customer retention and service experience.
Key Responsibilities
- Handle customer complaints and resolve issues in line with company procedures.
- Manage inbound and outbound calls relating to internet, data, VoIP, LTE, Fibre, FTTx and Wi-Fi services.
- Record customer interactions and complaints accurately using CRM systems.
- Escalate technical or service-related issues to the appropriate departments.
- Recommend suitable solutions and alternatives to customers.
- Develop customer retention initiatives based on feedback and recurring concerns.
- Engage customers to encourage contract renewals and continued use of services.
- Assist customers with online payment processes and service-related enquiries.
- Monitor and report recurring customer issues and service trends.
- Participate in product training and coaching sessions.
Qualifications & Requirements
- Bachelor’s degree with a minimum of Second Class Upper (2:1), or HND with Upper Credit.
- Candidates with backgrounds in Sales, Marketing or related disciplines are preferred.
- Must be currently serving or have recently completed NYSC.
- Must reside on Lagos Island or within its environs.
- Strong customer service and conflict-resolution abilities.
- Excellent communication and interpersonal skills.
- Working knowledge of CRM systems, Microsoft Excel and Outlook.
- Ability to remain professional and composed when handling difficult situations.
- Strong empathy, patience and organizational skills.
- Persuasive communication skills and an interest in sales.
How to Apply
Interested and qualified candidates should send their Resume and Cover Letter explaining their relevant experience and suitability for the role to hr@swiftng.net.
Use “Customer Retention Specialist” as the subject of the email.