Digital & Customer Support Executive

Adventure Planners Pakistan is seeking a Digital & Customer Support Executive to join our team at the Rawalpindi office. The ideal candidate will be organized, comfortable with digital tools, customer-focused, and possess excellent English communication skills. This role involves managing customer interactions, website content, social media activities, and lead tracking to ensure a seamless experience for our international travelers.

Key Responsibilities

Customer Support:
Respond promptly to customer inquiries through email, WhatsApp, website, and social media channels. Understand customer needs and provide accurate, approved tour information and itineraries. Prepare standard quotations using company templates and follow up with customers to maintain engagement. Maintain professional communication with international clients and escalate complex or high-value inquiries to management when necessary.

Website Management:
Upload and update tours using the company’s website administration system. Add detailed itineraries, prices, images, highlights, inclusions, and exclusions. Publish blog posts and destination content while ensuring all website information is accurate and formatted correctly. No PHP programming or web development experience is required, as training will be provided.

Social Media:
Manage daily Instagram and Facebook content by scheduling posts, reels, and stories. Prepare engaging captions and create basic designs using Canva. Respond to comments and messages, maintain a content calendar, repurpose tour and destination content, and collect and publish customer reviews and testimonials.

Lead Management:
Record all customer inquiries in the lead-management system, track quotations and follow-ups, and maintain accurate customer data. Ensure every qualified lead has a clear status and next steps, following company procedures to maximize conversion.

Required Qualifications

- Excellent written and spoken English
- Strong customer service and communication skills
- Proficient computer and internet skills
- Good understanding of email and online communication
- Familiarity with social media platforms
- Strong organizational and time-management abilities
- High attention to detail
- Quick learner of new software and systems
- Ability to work independently
- Professional communication skills with international customers

Preferred Qualifications and Benefits

- Experience in travel agencies, tour operators, destination management companies, hotels, or hospitality sectors
- Experience managing website content through CMS or admin panels
- Canva design skills
- Familiarity with Meta Business Suite and WhatsApp Business
- CRM or lead-management system experience
- Basic content creation skills
- Experience using AI tools such as ChatGPT
- Interest in travel and tourism

SEO knowledge is not required for this role.

What We Value

We seek a candidate who takes ownership of their work, learns quickly, pays close attention to detail, and can manage multiple tasks efficiently without constant supervision. Professional communication with international customers and a genuine interest in travel and tourism are essential. The ideal candidate is motivated to grow within a travel company.

Performance Expectations

Success in this role will be measured by key performance indicators including customer response time, lead management and follow-up effectiveness, accuracy and timeliness of website updates, consistency in social media activity, quality of customer service, reliability, punctuality, and the ability to work independently.

Compensation and Work Arrangement

The position offers a monthly salary ranging from PKR 60,000 to 75,000, plus a performance bonus. The role is full-time and based in Rawalpindi. Initially, the work mode will be on-site, with the possibility of hybrid working arrangements after demonstrating consistent performance and reliability.