Customer Care Agent

Customer Care Agent at Swift Networks Limited

Swift Networks Limited is a leading Indigenous Internet Service Provider with multiple outlets across Lagos State. The company specializes in offering high-speed internet services, telephony, and IP-VPN solutions to both residential and enterprise clients.

Job Description:

We are seeking a proactive Customer Care Agent focused on customer retention. The role involves directly interacting with customers to address their concerns, gather feedback, and enhance our products or services to retain their business. The ideal candidate should possess excellent customer relationship skills, a persuasive attitude, and a passion for sales.

Key Responsibilities:

• Resolve customer issues promptly following established procedures and policies.
• Handle inbound and outbound calls, addressing technical queries related to VOIP, Internet, and Data services on platforms such as LTE, WTTx, Fibre, and Wifi.
• Utilize Customer Relationship Management (CRM) software effectively to manage customer interactions.
• Log all customer queries accurately and escalate complaints to the relevant teams.
• Develop and implement retention strategies based on customer feedback.
• Negotiate with customers to renew contracts and retain their business.
• Assist with processing online payments and ensure customers receive value.
• Participate in training and coaching sessions to stay updated on the company’s products and services.
• Suggest alternatives and solutions to resolve customer complaints promptly.
• Report customer issues and trends to the Supervisor to enhance customer satisfaction.

Requirements:

• HND (Upper Credit) or Bachelor’s Degree (2:1) in Sales, Marketing, or a related field.
• Minimum of 1+ years of relevant work experience.
• Ability to remain calm and professional in stressful situations.
• Advanced communication, interpersonal, and conflict resolution skills.
• Strong organizational skills with a focus on customer service.
• Proficiency in sales and marketing software such as CRM, Excel, Outlook, etc.

To Apply:

Interested and qualified candidates should submit their CVs to: [email protected] with the subject line as “Customer Care Agent.”

See Also: Customer Service Officer at Regain Hope Properties Limited