Retention Specialist (Graduate Trainee) at Swift Networks Limited

Job Description

Connect With Us

Swift Networks Limited is a leading Nigerian, facilities-based telecommunications service provider delivering reliable broadband connectivity to both residential and enterprise customers.

Founded in 2002 and headquartered in Victoria Island, Lagos, Swift Networks operates using exclusive wireless spectrum licenses issued by the Nigerian Communications Commission (NCC), including the 3.5GHz and 2.3GHz bands. The company provides a supportive and collaborative work environment, with strong emphasis on teamwork, professional development, and continuous learning.

Swift Networks is currently recruiting a Retention Specialist under its Graduate Trainee Program to help strengthen customer loyalty and retain its growing subscriber base.

Job Overview

The Retention Specialist will engage directly with customers to understand their needs, resolve service concerns, and implement effective strategies to maintain long-term customer relationships. This role is ideal for customer-focused graduates with an interest in sales, relationship management, and telecommunications.

Key Responsibilities

• Resolve customer issues promptly in line with company policies and procedures
• Handle inbound and outbound calls, including technical inquiries related to Internet, VOIP, and Data services
• Support customers across LTE, WTTx, Fibre, and Wi-Fi platforms
• Use CRM tools to manage customer interactions and track service requests
• Accurately log customer complaints and escalate issues using designated systems
• Proactively recommend alternative solutions to resolve customer concerns
• Participate in regular training and coaching sessions to stay updated on products and services
• Monitor recurring customer issues and provide feedback to improve service delivery
• Develop and execute customer retention strategies based on feedback and usage patterns
• Negotiate renewals and work actively to retain existing customers
• Build and maintain strong relationships with customers and internal stakeholders
• Assist customers with online payments and ensure service value delivery

Qualifications and Requirements

• Minimum of Second Class Upper (2:1) Bachelor’s degree in Sales, Marketing, or a related discipline
• Suitable for recent graduates / entry-level candidates
• Strong customer service and relationship management skills
• Excellent communication and interpersonal abilities
• Good conflict resolution and negotiation skills
• Working knowledge of CRM software, Microsoft Excel, and Outlook
• Ability to remain calm and professional under pressure
• High level of empathy, patience, and emotional intelligence
• Strong organizational and time-management skills

Salary

₦100,000 – ₦116,000 monthly

How to Apply

Interested and qualified candidates should send their CV to:

[email protected]

Use the job title (Retention Specialist) as the subject of the email.