Customer Support Executive

XPERTS Travel & Tours (Pvt.) Ltd. is seeking a dedicated and professional Social Media & Customer Support Executive to join our Digital Marketing & Sales team in Karachi. This full-time role involves managing our social media platforms, responding to customer inquiries, and driving new business opportunities. The ideal candidate will have 2–3 years of relevant experience, excellent communication skills in English and Urdu, and a strong ability to convert online interactions into confirmed bookings. You will play a key role in maintaining an active online presence while providing exceptional customer service across multiple channels.

Key Responsibilities

- Social Media Management: Oversee the company’s social media accounts including Facebook, Instagram, LinkedIn, TikTok, and others. Regularly update pages with posts, promotional offers, travel packages, stories, and reels. Engage with followers by responding to comments, messages, and mentions promptly and professionally. Collaborate with the design and marketing teams to support campaigns and keep content aligned with the marketing calendar.

- Customer Messages & Inquiry Handling: Respond quickly to inquiries received via Facebook Messenger, Instagram DM, WhatsApp, LinkedIn, and email. Provide accurate information on Umrah packages, international and domestic travel, flights, hotels, visa services, and other offerings. Understand customer needs, budgets, and preferences, share relevant details, and follow up with interested prospects. Escalate complex queries to appropriate team members when necessary.

- Email Management: Monitor and reply to customer emails related to travel services. Prepare professional responses, quotations, and follow-ups to ensure no inquiry is overlooked. Maintain organized records of communications and encourage potential clients to finalize bookings.

- Lead Generation & Business Development: Identify and convert social media and online inquiries into qualified leads and confirmed bookings. Promote travel packages and special offers to targeted audiences. Build and maintain positive customer relationships to encourage repeat business and referrals. Explore online communities to attract new customers ethically and work towards monthly sales targets.

- Customer Relationship Management: Keep detailed records of inquiries, follow-ups, quotations, and booking statuses. Update CRM or inquiry management systems regularly. Handle customer complaints with professionalism while maintaining confidentiality and adhering to company policies.

- Reporting & Performance Tracking: Prepare daily or weekly reports on inquiries, responses, leads, follow-ups, and bookings. Monitor social media engagement and campaign effectiveness. Track lead conversion rates and collaborate with management to improve customer response times and business growth.

Required Qualifications

- Strong written and verbal communication skills in English and Urdu.
- Experience in social media management, customer support, online sales, or lead generation.
- Proficiency with Facebook, Instagram, LinkedIn, TikTok, WhatsApp Business, and email platforms.
- Ability to compose professional messages, comments, and email replies.
- Excellent follow-up, customer handling, and problem-solving abilities.
- Skill in identifying customer needs and converting inquiries into sales.
- Basic knowledge of Microsoft Office, Google Sheets, or CRM tools.
- Good time management, attention to detail, and organizational skills.
- Ability to work independently and meet performance targets.
- Positive attitude, eagerness to learn, and results-driven mindset.

Preferred Qualifications and Benefits

Candidates with prior experience in travel agencies, Umrah packages, airline ticketing, hotel reservations, or tourism sales will be preferred. We offer a professional and supportive work environment with opportunities for growth within an established travel business. Training on our travel services and packages will be provided, along with chances to develop skills in digital marketing, customer service, and sales. Compensation includes a basic salary up to PKR 30,000 plus commission, performance-based incentives, and potential career advancement.

Join XPERTS Travel & Tours and contribute to transforming online inquiries into memorable travel experiences. This position requires in-person attendance at our Karachi office. Interested candidates are encouraged to apply with an updated CV highlighting relevant experience in social media management, customer support, or sales.