Graduate Trainees - Customer Care Agent

Position Overview

Swift Networks provides high-speed internet services, telephony, and IP-VPN services to both residential and enterprise subscribers. We are seeking a dynamic and detail-oriented Graduate Trainee to join our Customer Care team as a Customer Care Agent.

In this role, you will work directly with customers to understand their needs, resolve issues, and develop retention strategies. You will be responsible for delivering exceptional customer service across multiple platforms while building lasting relationships that drive customer loyalty and satisfaction.

Key Responsibilities

• Respond to inbound and outbound calls and handle technical queries related to VOIP, Internet, and Data services across platforms including LTE, WTTx, Fibre, and WiFi using standard procedures
• Take all possible measures to timely resolve customer issues and process them according to established procedures and policies
• Use Customer Relationship Management (CRM) software effectively to manage incoming calls and customer interactions
• Log all customer queries properly and escalate complaints to the relevant teams using appropriate tools
• Suggest alternatives and solutions to resolve customer complaints on a priority basis
• Develop and implement retention strategies based on customer feedback
• Provide feedback and report customer issues and trends to supervisors to ensure maximum customer satisfaction
• Ensure full compliance with all related software applications and company policies
• Regularly attend training and coaching sessions to build knowledge of the organization's products, services, and any updates

Required Skills & Qualities

• Excellent customer relationship and communication skills
• Persuasive attitude with a passion for customer retention and service excellence
• Ability to handle multiple customer interactions professionally and courteously
• Strong problem-solving skills and ability to think on your feet
• Proficiency with CRM software and other standard business applications
• Ability to work in a fast-paced environment and manage priorities effectively
• Willingness to learn and develop professionally