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 deal directly with our customers to understand the issues they are facing, identify opportunities to improve our products or 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 across platforms including LTE, WTTx, Fibre, and WiFi using standard procedures
• Utilize Customer Relationship Management (CRM) software to manage incoming calls and customer interactions
• Log all customer queries properly and escalate complaints to relevant teams using appropriate tools
• Suggest alternatives and solutions to resolve customer complaints on a priority basis
• Develop and implement aggressive retention strategies based on customer feedback
• Negotiate with customers to renew contracts and retain business
• Provide feedback and report customer issues to supervisors to ensure maximum satisfaction and inform management of current trends and demands
• Build and maintain positive relationships with customers and business associates
• Assist with processing online payments and ensure customers receive appropriate value
• Ensure full compliance with all related software applications
• Attend regular training and coaching sessions to stay current with product and service updates

Required Qualifications

• Persuasive attitude and excellent customer relationship skills
• Passion for sales and customer retention
• Comprehensive understanding of CRM software
• Strong problem-solving and communication abilities
• Ability to create lasting bonds with customers and improve sales through relationship building

Location

Lagos, Nigeria