Client Servicing Executive (Digital… at Social Gravity · Karachi

About Social Gravity
Social Gravity is a performance-focused digital marketing agency helping trades, home services and construction businesses across Ireland and the UK grow through SEO, Google Ads, websites and content. The group also runs other brands, including SG Studios, a podcast and video production studio. Our Karachi team delivers the work. This role makes sure every client and enquiry gets a quick, clear answer and nobody has to chase us.

The Role
You will manage day-to-day communication across all Social Gravity brands over email and WhatsApp. This covers two areas:

• Existing clients: every query, issue or request comes to you first. You log it, route it to the right team, follow up until it’s resolved, and keep the client updated at every step.
• New enquiries: you respond to incoming enquiries across our brands quickly, answer straightforward questions such as pricing and availability, and pass qualified leads to management.

We’re looking for someone sharp, highly organised and a strong written communicator, who understands digital marketing well enough to explain it to a business owner. The role includes handling enquiries, but it is a client-facing coordination role rather than a target-driven sales position.

Working Hours
Monday to Friday, aligned to Irish business hours:

• 1:00 PM to 9:00 PM PKT during Irish summer time
• 2:00 PM to 10:00 PM PKT during Irish winter time

Key Responsibilities

Client communication

• Manage client communication through the shared company inbox and business WhatsApp accounts across all brands
• Respond to every client message the same day, with a quick acknowledgement during business hours
• Schedule client meetings when required

Enquiry handling (all brands)

• Respond to new WhatsApp and email enquiries within one hour during working hours
• Answer straightforward questions on pricing, packages, availability and bookings using approved brand information
• Gather the details needed to qualify each enquiry and pass serious leads to management with a clear summary
• Follow up on enquiries that go quiet, and keep a record of every lead and its status

Ticket ownership

• Log every client issue or request as a ticket in ClickUp (e.g. “no leads for 4 days”, “lead quality has dropped”, “website is down”)
• Route it the same day to the right team: Digital Marketing, Web, or management
• Follow up internally until it’s resolved; a ticket stays open until the problem is actually fixed
• Update the client at each stage: ticket opened, cause found, fix in progress, fix complete
• Monitor for 2 to 3 days after a fix, then send a final confirmation before closing the ticket

Progress reporting

• Turn our monthly deliverables (location pages, blogs, optimisations, speed fixes, ad changes) into simple client updates
• Proactively share wins: pages ranking, traffic and lead trends, improvements made
• Send weekly, fortnightly or monthly updates based on each client’s needs

Internal coordination

• Keep a clear record of each client’s goals, services and retainer scope
• Plan and track client requests and enquiries in ClickUp so nothing slips
• Flag risks early, such as unhappy clients, missed deadlines, dropping performance or unanswered leads
• Take on communication tasks for any brand in the group as needs arise
• Escalate to management only what genuinely needs their input

Requirements

• 1 to 4 years of experience in client servicing, account coordination, customer success or enquiry handling, ideally at a digital marketing or creative agency
• Bachelor’s degree in Computer Science, IT, Marketing or a related field
• Working knowledge of websites, Google Ads, Google Analytics (GA4) and Search Console
• Able to read performance data and explain it in plain English to non-technical business owners
• Excellent written English; clear, professional and confident over email and WhatsApp
• Fast, accurate responder who can switch between brands and topics without losing track
• Exceptionally organised; able to handle multiple clients, enquiries and open tickets at once without dropping anything
• Quick learner who takes ownership and follows up without being chased
• Experience with ClickUp or a similar project management tool

Nice to Have

• Experience working with Irish, UK or other international clients
• Familiarity with SEMrush, Ahrefs or Looker Studio
• Experience handling inbound enquiries or bookings for a service business

Pay: Rs40,000.00 - Rs90,000.00 per month

Application Question(s):

• Can you work on-site at Shahrah-e-Faisal, Karachi, Monday to Friday, 1 PM to 9 PM in summer and 2 PM to 10 PM in winter?
• How many years of experience do you have in client servicing, account coordination or customer success?
• Have you managed client communication for a digital marketing, creative or web agency?
• Have you worked with international clients (Ireland, UK, US, etc.)?
• Which of these have you used hands-on? Google Ads, GA4, Search Console, WordPress, ClickUp
• What is your expected monthly salary (PKR)?
• What is your notice period?
• In 3 to 4 sentences, explain to a non-technical business owner why their website traffic went up but leads went down.

Work Location: In person