Client Support Associate

Jobtailor; Islamabad; On-site; PKR 446,000 - 781,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Service Representative to be the frontline contact for clients in a fast-paced IT/SaaS environment. You will manage inquiries via phone, email, and tickets, maintain precise records, and support onboarding alongside cross-functional teams.

You will also assist with renewals, billing reconciliation, and documentation while striving to improve processes and client satisfaction.

Qualifications

• Proven experience in a CSR/Client Support/Client Services role.
• Excellent verbal and written communication skills.
• Ability to communicate professionally with clients, vendors, and internal teams.
• Highly organized with strong attention to detail and follow-through.
• Ability to manage multiple priorities and meet deadlines.
• Strong problem-solving and issue-resolution skills.
• Experience maintaining accurate customer records in CRM systems.
• Comfortable handling inquiries via phone, email, and ticketing systems.
• Ability to work independently and take ownership of responsibilities.
• Experience with administrative, operational, or account coordination tasks.

Responsibilities

• Serve as a primary point of contact for clients and help ensure a positive client experience.
• Respond to client inquiries and manage expectations through phone, email, and other communication channels.
• Build and maintain strong client relationships.
• Maintain accurate client files and documentation.
• Support renewals and process sales orders.
• Monitor and manage customer support emails and Freshservice tickets.
• Document client communications, activities, and follow-ups.
• Coordinate new client onboarding activities with customers and vendors.
• Create and prepare sales and onboarding documentation.
• Coordinate the transition from sales through onboarding.
• Support client communications throughout the onboarding process.
• Assist with event planning and management.
• Identify opportunities to improve internal processes and operational efficiency.
• Maintain accurate client databases, including recording account additions, changes, and removals.
• Assist with monthly financial and billing records.
• Reconcile billing information across Monday.com, vendor billing spreadsheets, and QuickBooks.
• Maintain accurate records of account activity and ensure CRM information is up to date.
• Support multiple team members with administrative and operational tasks.

Skills

Client relationship mgmt

Customer service

Communication

Organization

multitask

Problem solving

Attention to detail

Independent work

Tools

Freshservice

Monday.com

QuickBooks

Google Workspace

Job description

• Serve as a primary point of contact for clients and help ensure a positive client experience


• Respond to client inquiries and manage expectations through phone, email, and other communication channels


• Build and maintain strong client relationships


• Maintain accurate client files and documentation


• Support renewals and process sales orders


• Monitor and manage customer support emails and Freshservice tickets


• Document client communications, activities, and follow-ups


• Coordinate new client onboarding activities with customers and vendors


• Create and prepare sales and onboarding documentation


• Coordinate the transition from sales through onboarding


• Support client communications throughout the onboarding process


• Assist with event planning and management


• Identify opportunities to improve internal processes and operational efficiency


• Maintain accurate client databases, including recording account additions, changes, and removals


• Assist with monthly financial and billing records


• Reconcile billing information across Monday.com, vendor billing spreadsheets, and QuickBooks


• Maintain accurate records of account activity and ensure CRM information is up to date


• Support multiple team members with administrative and operational tasks

Requirements

• Proven experience in a Customer Service Representative (CSR), Client Support, Client Services, or similar customer-facing role


• Excellent verbal and written communication skills


• Ability to communicate professionally with clients, vendors, and internal teams


• Highly organized with strong attention to detail and follow-through


• Ability to manage multiple priorities and meet deadlines


• Strong problem-solving and issue-resolution skills


• Experience maintaining accurate customer records, databases, or CRM systems


• Comfortable handling client inquiries through phone, email, and ticketing systems


• Ability to work independently and take ownership of assigned responsibilities


• Experience with administrative, operational, or account coordination tasks


• Strong proficiency with Microsoft Office and Google Workspace


• Familiarity with Freshservice, Monday.com, QuickBooks, or similar platforms


• Experience working within an IT, cybersecurity, SaaS, or managed services environment is preferred


• Experience supporting client onboarding or account management processes is preferred


• Basic understanding of billing, invoicing, or financial reconciliation is preferred


• Previous experience working with U.S.-based clients is preferred


• IT or cybersecurity background is a plus but is not required


• Ability to support night-shift operations

Core Competencies

Demonstrates strong client relationship management and communication skills, with a focus on maintaining accurate records and supporting client onboarding processes. Proficient in operational efficiency and administrative support within customer-facing roles.

Highest-signal resume keywords

• Client Relationship Management


• Customer Service Experience


• CRM Systems Proficiency


• Microsoft Office Proficiency


• Freshservice Familiarity

Hard Skills

• Customer Record Maintenance


• Billing Reconciliation


• Account Coordination


• Onboarding Process Support


• Operational Efficiency Improvement

Soft Skills

• Excellent Verbal Communication


• Strong Attention to Detail


• Problem-Solving Skills


• Organizational Skills


• Ability to Manage Multiple Priorities

Industry Keywords

• Customer Service Representative


• Client Support


• IT Environment


• Cybersecurity


• SaaS

Tools & Technologies

• Google Workspace


• Monday.com


• QuickBooks


• Freshservice