TELE SUPPORT EXECUTIVE

About Kheewa Group of Companies
Kheewa Group of Companies is a diversified business group engaged in Business Consulting, Sales & Marketing, Recruitment Solutions, Franchise Development, E-Commerce, Digital Marketing, Affiliate Marketing, Lead Generation, Business Process Outsourcing (BPO), HR Solutions, and Technology-enabled Business Services.
Our mission is to help businesses grow through innovative business solutions, customer-centric services, and technology-enabled processes.
We are looking for enthusiastic, customer-focused, and communication-oriented Tele Support Executives to become an integral part of our growing customer support and business operations team.
Job Summary
The Tele Support Executive will be responsible for handling customer and prospect communication through telephone calls, WhatsApp, and other communication channels.
The role involves answering customer queries, providing information, understanding requirements, resolving basic issues, coordinating with internal teams, conducting follow-ups, maintaining customer records, and ensuring a positive customer experience.
The Tele Support Executive may also support business development activities by identifying customer requirements, qualifying enquiries, sharing relevant information, and transferring potential business opportunities to the appropriate sales or business development team.
This position is ideal for candidates who have good communication skills, patience, active listening ability, customer-handling skills, and a service-oriented approach.
Key Responsibilities / KRAs
1. Customer Calling & Telephonic Support
Handle incoming and outgoing customer calls professionally.
Respond to customer enquiries regarding products, services, processes, and business offerings.
Understand customer requirements and provide appropriate information.
Assist customers with basic queries and concerns.
Maintain professional telephone etiquette.
Ensure every customer interaction is polite, clear, and helpful.
Escalate complex issues to the concerned department or senior team member.
2. Customer Query Handling
Understand the customer's question or problem before providing a response.
Provide accurate information based on available company guidelines and processes.
Explain products, services, procedures, and next steps in simple language.
Handle customer doubts and frequently asked questions.
Record unresolved queries for further action.
Coordinate with relevant departments for issue resolution.
Follow up with customers until the required response or resolution is provided.
3. Customer Follow-Up
Conduct scheduled follow-up calls with customers and prospects.
Follow up on pending enquiries, requests, complaints, registrations, applications, and service requirements.
Maintain follow-up schedules.
Ensure important customer commitments are not missed.
Keep customers informed about the status of their requests.
Maintain proper records of every important interaction.
4. Customer Relationship Management
Develop professional and positive relationships with customers.
Understand customer expectations and requirements.
Maintain regular communication with important customers where required.
Collect customer feedback.
Identify recurring customer issues and communicate them to management.
Maintain a customer-first approach in every interaction.
5. Lead Qualification & Business Support
Where applicable, the Tele Support Executive will also support the business development team by:
Identifying genuine customer requirements.
Understanding customer interest in company products/services.
Qualifying enquiries based on predefined criteria.
Identifying potential business opportunities.
Forwarding qualified leads to the Sales / Business Development team.
Supporting appointment scheduling.
Conducting follow-ups on sales enquiries.
Maintaining proper lead status in CRM.
The primary focus of this role is customer support and communication; sales targets may apply only where specifically assigned.
6. Support for Kheewa Group Business Verticals
The Tele Support Executive may interact with customers associated with different business verticals of the group, including:
Business Consultancy Services
Recruitment & HR Solutions
Digital Marketing Services
Website Development
Franchise Development
Seller Onboarding
Affiliate Marketing Programs
E-Commerce Solutions
Lead Generation Services
AI & Business Automation Solutions
Customer Support / BPO Services
The employee will be trained on the relevant products and services before being assigned customer interactions.
7. WhatsApp & Digital Customer Support
Respond to customer enquiries received through WhatsApp and other digital communication channels.
Share approved information, brochures, links, documents, and other relevant resources.
Maintain professional communication on WhatsApp Business.
Follow up with customers who have requested additional information.
Ensure customer messages are handled within the assigned response timeline.
Maintain proper records of important conversations.
8. Complaint & Escalation Management
Listen carefully to customer complaints.
Understand the root issue before responding.
Remain calm and professional while handling difficult conversations.
Avoid unnecessary arguments with customers.
Provide available solutions within the company's authority.
Escalate unresolved or sensitive issues to the appropriate senior/team.
Record complaints and their status accurately.
Follow up after escalation when required.
9. CRM & Customer Data Management
Maintain updated customer records in the CRM/HRMS/business management system.
Record call outcomes accurately.
Update enquiry status.
Maintain customer requirements and follow-up dates.
Record customer feedback and complaints.
Update lead/customer status after every relevant interaction.
Ensure data accuracy and confidentiality.
Avoid duplicate or incomplete customer records.
10. Coordination With Internal Teams
Coordinate with:
Sales Team
Business Development Team
Customer Success Team
Recruitment Team
Operations Team
Accounts Team
Digital Marketing Team
Technical Team
Management
The objective is to ensure that customer requirements are communicated correctly and handled within the appropriate department.
11. Daily Reporting
The Tele Support Executive will be responsible for maintaining and submitting relevant reports such as:
Daily Call Report
Incoming Call Report
Outgoing Call Report
Connected Call Report
Customer Query Report
Follow-Up Report
Complaint Report
Lead Qualification Report
Appointment Report
CRM Update Report
Customer Feedback Report
Daily Productivity Report
Weekly Performance Report
Monthly Performance Report
12. Customer Feedback & Improvement
Collect customer feedback regarding services and communication.
Identify frequently asked questions.
Report recurring customer problems.
Share customer suggestions with management.
Assist in improving customer communication processes.
Maintain records of customer feedback for future analysis.
Requirements & Qualifications
Educational Qualification
12th Pass, Graduate, or Postgraduate in any discipline.
Candidates from Commerce, Management, Marketing, Business Administration, Communication, or related backgrounds will be preferred.

Work arrangement
Yes