Customer Care Representative at Swift Networks

Swift Networks - Our company is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP - VPN services to both residential and enterprise subscribers.

We are recruiting to fill the position of:

Job Title: Customer Care Representative

Location: Nigeria

Main Responsibilities

• Meeting quantitative and qualitative KPIs
• Communicating accurate and precise information of products and services, value added services, packages, and on going promotional activities to the caller/customer
• Taking all possible measures to timely resolve customer’s query and processing them in accordance with our established procedures and policies
• Responsible for responding to technical queries related to VOIP, Internet and Data services on different platform such as WiMAX, Wifi by using standard procedures
• Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls
• Ensure full compliance of all related software applications and a strong handling power to assist customers
• Logging all queries properly and escalating possible complaints to the concerned teams using effective tools
• Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date with any changes to them
• Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis
• Giving feedback and reporting customer issues/problems to Supervisor to ensure maximum customer satisfaction and to aware management with current trends and demands
• Ensuring the retention measures according to the standards.

Key competencies- Knowledge, Skills and Behaviours

• Any graduation degree with cumulative grade of 2nd class upper division
• Excellent communication, presentation skills & negotiation skills
• Multi-task, maintain a high standard of service and quality
• Ability to have stress and time management.
• Technical Support Expertise to handle customer complaints which requires prior computer handling skills.