Customer Support Executive

XPERTS Travel & Tours (Pvt.) Ltd., a well-established travel agency known for delivering customized travel solutions, is looking for a dedicated Social Media & Customer Support Executive to join their team in Karachi. This full-time position requires a motivated individual to manage social media platforms, respond promptly to customer inquiries, and actively contribute to generating new business opportunities. The ideal candidate will have strong communication skills, a good understanding of social media dynamics, and the ability to convert online engagement into confirmed bookings. Candidates with 2 to 3 years of relevant experience are preferred. The role offers a basic salary of up to PKR 30,000 along with commission incentives.

Key Responsibilities

Manage the company’s social media accounts on platforms including Facebook, Instagram, LinkedIn, TikTok, and others. This involves maintaining an active presence by posting content such as promotional offers, travel packages, stories, reels, and marketing materials aligned with the content calendar. Respond professionally to comments, messages, and customer questions while ensuring the pages remain organized and user-friendly.

Handle customer inquiries promptly through Facebook Messenger, Instagram DM, WhatsApp, LinkedIn, and other communication channels. Provide accurate and detailed information about Umrah packages, international and domestic travel options, flights, hotel bookings, visa services, and related offerings. Understand customer requirements including travel dates, budgets, and preferences, then share relevant package details. Follow up with interested customers and escalate complex issues when necessary.

Manage customer emails efficiently by responding to queries related to travel packages, flight reservations, hotel bookings, Umrah services, and visa assistance. Prepare professional email responses, quotations, and follow-ups, ensuring no important communication is overlooked.

Generate new business leads by identifying potential customers through social media and online interactions. Convert inquiries into qualified leads and confirmed bookings, maintain a prospect database, and actively promote travel packages and special offers. Engage ethically with relevant online communities to attract new customers and work towards achieving monthly sales targets.

Maintain accurate records of customer inquiries, follow-ups, quotations, and booking statuses within the company’s CRM or management system. Ensure timely follow-up with prospects, handle customer complaints professionally, and protect customer confidentiality in accordance with company policies.

Prepare regular reports detailing inquiries received, responses made, leads generated, follow-ups completed, and bookings secured. Monitor social media engagement and lead conversion rates, collaborating with management to improve customer response times and support business growth.

Required Qualifications

Excellent written and verbal communication skills in both English and Urdu. Previous experience in social media management, customer support, online sales, or lead generation is preferred. Familiarity with Facebook, Instagram, LinkedIn, TikTok, WhatsApp Business, and email communication platforms is essential. Ability to compose professional messages, comments, and email replies is required. Strong follow-up skills, customer handling abilities, and problem-solving aptitude are necessary. Candidates should be capable of identifying customer needs and converting inquiries into sales opportunities. Basic proficiency in Microsoft Office, Google Sheets, or CRM tools is expected. Good time management, attention to detail, and organizational skills are important. The ability to work independently and meet performance targets is essential. A positive attitude, eagerness to learn, and a results-oriented mindset are highly valued.

Preferred Qualifications and Benefits

Preference will be given to candidates with experience in travel agencies, Umrah packages, airline ticketing, hotel reservations, or tourism sales. The company offers opportunities for professional growth within a reputable travel business, a supportive work environment, and training on travel services and packages. Employees can develop skills in digital marketing, customer service, and sales. Compensation includes a salary commensurate with experience, performance-based incentives, and potential for career advancement.

Join XPERTS Travel & Tours to play a key role in transforming online inquiries into successful travel bookings while advancing your career in the vibrant travel and tourism industry.