Customer Service Representative – Multi‑Channel Support

About the role

Clearoute Inc. is seeking a compassionate, detail‑oriented Customer Service Representative to act as the primary point of contact for customers and charity clients. The role involves handling inquiries across SMS, email, social media and WhatsApp, providing empathetic and accurate support while occasionally assisting with sales‑related conversations.

Key responsibilities

• Respond promptly and professionally to inbound inquiries on SMS, email, social media and WhatsApp.
• Manage conversations using Freshdesk, Tatango and SleekFlow, ensuring timely follow‑up.
• Handle sensitive requests such as refunds, cancellations and account updates with empathy.
• Maintain accurate records in Bloomerang CRM and update client information.
• Support customer retention through high‑quality service and assist with outbound follow‑up when needed.
• Review and support email campaigns using Mailchimp or Klaviyo and document interaction trends.

Required profile

• Previous experience in customer service, client support or account support.
• Experience in non‑profit, charitable, financial services or telecommunications environments is strongly preferred.
• Strong verbal and written communication skills with a customer‑first mindset.
• Ability to manage high‑volume, multi‑channel inquiries and multitask in a fast‑paced environment.

Required skills

• Proficiency with Zendesk or Freshdesk ticketing systems.
• Experience using Bloomerang CRM.
• Familiarity with Tatango for SMS communications.
• Knowledge of Mailchimp or Klaviyo for email campaigns.
• Experience with SleekFlow for WhatsApp management.
• Competence in Microsoft Office or Google Workspace.