Graduate Trainees - Customer Care Agent at Swift Networks

About Swift Networks

Swift Networks provides high-speed internet services, telephony, and IP-VPN services to both residential and enterprise subscribers.

Position Overview

We are seeking a dynamic retention specialist to join our customer care team. In this role, you will work directly with customers to identify issues, recommend service improvements, and develop strategies to retain their business. This position offers excellent opportunities for career growth and professional development.

Key Responsibilities

• Respond to inbound and outbound calls and address technical queries related to VoIP, Internet, and Data services across platforms including LTE, WTTx, Fibre, and Wi-Fi
• Take all necessary measures to resolve customer issues promptly and in accordance with established procedures and policies
• Use Customer Relationship Management (CRM) software effectively to manage incoming calls and customer interactions
• Log all customer queries accurately and escalate complaints to appropriate teams using established tools
• Suggest alternatives and solutions to resolve customer complaints on a priority basis
• Develop and implement aggressive retention strategies based on customer feedback
• Provide feedback and report customer issues to supervisors to ensure maximum satisfaction and keep management informed of current trends and demands
• Ensure full compliance with all related software applications and procedures
• Attend regular training and coaching sessions to stay updated on products, services, and organizational changes

Required Skills and Qualities

• Persuasive attitude and excellent customer relationship skills
• Passion for sales and customer retention
• Strong technical knowledge of VoIP, Internet, and Data services
• Proficiency with CRM software and standard communication platforms
• Ability to handle multiple customer interactions simultaneously
• Excellent problem-solving and communication skills
• Commitment to continuous learning and professional development

Location

Lagos, Nigeria