Customer Service Representative

Clearoute; Karachi Division; On-site; PKR 350,000 - 750,000; Full time

Job summary

Clearoute Inc. is seeking a compassionate Customer Service Representative to serve customers and charity clients across SMS, social media, WhatsApp, and email.

You will handle inquiries, updates, refunds, and account changes with empathy and professionalism, using platforms like Zendesk/Freshdesk and Bloomerang CRM. The role requires strong written and verbal communication, high responsiveness, and the ability to manage a high-volume support environment while supporting sales-related

Qualifications

• Previous experience in customer service or related roles
• Strong verbal and written communication skills
• Experience with multi-channel customer support (SMS, email, social, WhatsApp)
• Familiarity with CRM and support tools
• Proficiency with Microsoft Office and/or Google Workspace

Responsibilities

• Respond promptly and professionally to inquiries across SMS, email, social media, and WhatsApp
• Manage messages and ensure timely follow-up across platforms
• Use tools like Freshdesk, Tatango, and SleekFlow to manage conversations
• Handle refunds, cancellations, and account updates with empathy
• Maintain accurate CRM records and update customer information
• Take ownership of inquiries and provide clear updates
• Support customer retention and sales-related activities
• Review email campaigns using Mailchimp or Klaviyo
• Document interactions and share trends with internal teams

Skills

Customer service

Multichannel support

Written communication

Empathy

Organization

Tools

Zendesk/Freshdesk

Bloomerang CRM

Tatango

Mailchimp

Klaviyo

SleekFlow

Job description

Clearoute Inc. is a professional services company that helps businesses grow through various offerings, including branding, marketing, web development, and consulting. We have been in the industry for over 25 years, establishing ourselves as a trusted growth partner. We pride ourselves on innovative solutions, effective communication, and rigorous planning to ensure our client's requirements are met in a timely and effective manner.

We are seeking a compassionate, detail-oriented, and proactive Customer Service Representative to join our team. In this role, you will serve as a key point of contact for our customers and charity clients, providing exceptional support across multiple communication channels including SMS, social media, WhatsApp, and email.

The ideal candidate is highly responsive, organized, and comfortable managing a high volume of inbound inquiries across modern messaging platforms. This person should be able to communicate professionally, resolve issues with empathy and accuracy, and create a positive experience for every customer or client interaction. From time to time, this role may also support sales-related conversations, helping guide interested individuals toward the right services or next steps.

Experience in non-profit, charitable organizations, financial services, or telecommunications is highly valued. Familiarity with platforms such as Zendesk/ Freshdesk, Bloomerang CRM, Tatango, Mailchimp, Klaviyo, and SleekFlow for WhatsApp is considered a strong asset.

Key Responsibilities

• Respond promptly and professionally to customer and charity client inquiries across SMS, email, social media, and WhatsApp
• Manage and respond to messages received through communication and support platforms, ensuring timely and accurate follow-up
• Use tools such as Freshdesk, Tatango, and SleekFlow to manage conversations and support requests
• Handle sensitive customer requests, including refunds, cancellations, account updates, and service-related concerns, with empathy and professionalism
• Maintain accurate records and update customer or client information in CRM systems such as Bloomerang
• Take full ownership of inquiries, provide clear updates, and ensure issues are resolved efficiently
• Support customer retention and relationship-building efforts through high-quality service
• Assist with outbound follow-up and sales-related support when needed
• Review and support email campaigns using Mailchimp or Klaviyo where applicable
• Document interactions, track trends, and elevate complex matters appropriately
• Share recurring feedback and service trends with internal teams to help improve processes and customer experience
• Perform administrative and service-related tasks as assigned

Qualifications

• Previous experience in customer service, client support, account support, or a related role
• Experience working in non-profit, charity, financial services, or telecommunications environments is strongly preferred
• Strong verbal and written communication skills
• Excellent interpersonal skills with a strong customer-first mindset
• Proven ability to manage and respond to inquiries across multiple channels, including SMS, social media, and WhatsApp
• Strong attention to detail, organization, and ability to multitask in a fast-paced environment
• Ability to take ownership of inquiries and provide timely, professional follow-up
• Comfortable using CRM systems, support tools, and digital communication platforms
• Proficiency with Microsoft Office and/or Google Workspace

Preferred Qualifications

• Experience using Zendesk/Freshdesk for ticket and email management
• Hands‑on experience with Bloomerang CRM
• Familiarity with Tatango for SMS communications
• Experience using SleekFlow for WhatsApp communication management
• Experience with Mailchimp or Klaviyo
• Background supporting customer communications in high-volume service environments
• Exposure to basic sales support or converting inbound inquiries into service opportunities