Customer Support Executive

17 hours ago

Lahore Punjab Pakistan Tkxel Full time 250,000 - 500,000 per year

We're looking for a proactive and detail -oriented female resource to manage customer queries and social interactions across WhatsApp, Instagram, and Facebook with the added responsibility of monitoring and optimizing our AI -powered community agent. This role is ideal for someone who is digitally savvy, understands how people interact online, and can improve response quality and lead generation. Key Responsibilities: Customer Support, Social Media Handling & AI Agent Optimization • Respond to customer queries on WhatsApp, Instagram, and Facebook in a timely and friendly manner. • Engage with incoming messages, comments, and story replies using brand -appropriate tone. • Monitor the performance of our AI Agent across platforms — regularly review conversations, improve reply accuracy, and update content (FAQs, offers, fallback replies). • Flag complex queries for manual handling and ensure smooth handover from AI to human. • Optimize AI flows based on frequently asked questions, seasonal promotions, and campaign objectives. • Maintain lead logs and ensure follow -ups are done on high -intent inquiries. Lead Generation & Community Engagement • Turn social/media inquiries into quality leads. • Encourage deeper engagement via comments, stories, and DMs. • Flag high -intent leads to the sales/reservation team when needed. • Identify content gaps based on recurring queries and report to the marketing team. Key Performance Indicators (KPIs): • Leads generated via WhatsApp & social inboxes • AI agent success rate (accuracy, fallback % reduction) • Response time (target: under 5 minutes during working hours) • Conversion rate from inquiry to booking/sign -up • Community engagement (comments, replies, shares, DMs) Who You Are: • Passionate about customer support, community management, and digital communication. • Excellent written communication in English • Familiar with Meta Business Suite, Instagram DM tools, and WhatsApp Business • Comfortable learning and working with AI chatbots (training will be provided) • Bonus: Familiar with wellness, travel, or hospitality space What You'll Get: • Market -competitive salary with performance bonuses • Exposure to next -gen AI + human hybrid support systems • Growth path toward digital marketing, CX automation, or content roles • Flexible, friendly work culture

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