Customer Care Representative

About the role

We are looking for a Customer Care Representative to join Norak Technologies Ltd in Lagos. You will be the first point of contact for our customers, handling inquiries across phone, email and chat while ensuring a high level of satisfaction.

Key responsibilities

• Handle customer inquiries via phone, email, and chat, providing timely and accurate responses.
• Troubleshoot software issues and escalate complex problems to technical teams.
• Assist with account management tasks such as onboarding, billing, subscription changes, and renewals.
• Resolve complaints professionally to maintain customer loyalty.
• Document interactions in CRM systems and track issues, resolutions, and follow‑ups.
• Collaborate with internal teams (engineering, product, sales) to improve the customer experience.
• Collect and relay customer feedback to inform product development and service improvements.
• Monitor performance metrics like response time, resolution rate, and customer satisfaction scores.

Required profile

• Bachelor’s degree in Business Administration, Mass Communication, Accounting, Marketing, or a related field.
• Strong verbal and written communication skills.
• Basic technical knowledge of software systems and troubleshooting.
• Experience with CRM tools and customer support platforms.
• Ability to multitask, prioritize, and manage time effectively.
• Customer‑focused attitude with problem‑solving skills.
• Previous experience in IT/software customer service is an advantage.
• Accounting knowledge.