Customer Care Representative

About the role

Norak Technologies Ltd is seeking a Customer Care Representative to join its support team in Lagos. You will be the first point of contact for customers, handling inquiries across phone, email, and chat while ensuring a high level of satisfaction.

Key responsibilities

• Respond to customer inquiries promptly via phone, email, and chat.
• Troubleshoot software issues and escalate complex cases to technical teams.
• Assist with account onboarding, billing, subscription changes, and renewals.
• Resolve complaints professionally to maintain customer loyalty.
• Document all interactions in the CRM system.
• Collaborate with engineering, product, and sales teams to improve the customer experience.
• Collect and relay customer feedback for product development.
• Monitor performance metrics such as response time and satisfaction scores.
• Create and maintain self‑help resources like FAQs and tutorials.
• Provide proactive support with updates and reminders.

Required profile

• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Customer‑focused attitude with problem‑solving mindset.
• Basic technical knowledge of software systems.

Required skills

• Experience with CRM tools.
• Familiarity with customer support platforms.