Customer Retention Specialist at Swift Networks

About the Role

We are looking for a dynamic retention specialist to help us retain our core customer base. In this role, you will work directly with our customers to understand the issues they face, identify opportunities to improve our products and services, and develop strategies to retain their business.

Key Responsibilities

• Take all possible measures to timely resolve customer issues and process them according to established procedures and policies
• Respond to inbound and outbound calls and technical queries related to VOIP, Internet, and Data services on different platforms including LTE, WTTx, Fibre, and WiFi using standard procedures
• Use Customer Relationship Management (CRM) software to manage incoming calls and maintain comprehensive customer records
• Ensure full compliance with all related software applications and provide strong support to assist customers effectively
• Log all queries properly and escalate complaints to the appropriate teams using effective tools
• Suggest alternatives and possibilities to resolve customer complaints on a priority basis
• Develop aggressive retention strategies based on customer feedback
• Negotiate with customers to renew contracts and retain business
• Build and maintain positive relationships with customers and business associates
• Process online payments and ensure customers receive appropriate value
• Provide feedback and report customer issues to supervisors to ensure maximum satisfaction and keep management informed of current trends and demands

Required Skills and Qualities

• Persuasive attitude and excellent customer relationship skills
• Passion for sales and demonstrated ability to build lasting customer relationships
• Proficiency with CRM software and standard customer service platforms
• Strong communication and negotiation abilities
• Ability to prioritize and resolve complaints efficiently
• Commitment to ongoing learning and professional development

Location

Lagos, Nigeria