Chat Support Executives

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, BPO, HR Solutions, and Technology-enabled Business Services.
Our mission is to help businesses grow through innovative business solutions, technology-enabled processes, and customer-centric services.
We are looking for professional, customer-focused, and communication-oriented Chat Support Executives who can handle customer enquiries through digital communication channels and provide quick, accurate, and helpful assistance.
Job Summary
The Chat Support Executive will be responsible for handling customer and prospect queries through website chat, WhatsApp, social media messages, CRM chat, and other digital communication channels.
The role involves understanding customer requirements, providing accurate information, resolving basic queries, conducting follow-ups, qualifying leads, coordinating with internal teams, maintaining customer records, and ensuring a positive customer experience.
The ideal candidate should have excellent written communication, fast typing skills, good product understanding, patience, attention to detail, and the ability to manage multiple conversations simultaneously.
Key Roles & Responsibilities
1. Online Chat Support
Handle customer enquiries through website/live chat and other digital platforms.
Respond to customer messages professionally and promptly.
Understand customer questions and requirements.
Provide accurate information regarding products, services, processes, and offers.
Guide customers through the next steps.
Maintain professional communication throughout the conversation.
Escalate complex issues to the appropriate department.
2. WhatsApp Customer Support
Handle customer enquiries received through WhatsApp Business.
Respond to customer messages within the assigned response time.
Share approved brochures, product information, links, documents, and other resources.
Conduct follow-ups with customers who have requested information.
Maintain proper records of important customer conversations.
Ensure WhatsApp communication remains professional and customer-friendly.
3. Social Media Chat Support
Handle enquiries received through platforms such as:
Facebook
Instagram
LinkedIn
YouTube
Other company-approved social media channels
Responsibilities include:
Responding to comments and messages where assigned.
Converting relevant enquiries into leads.
Providing basic product/service information.
Forwarding qualified enquiries to the appropriate team.
Maintaining proper lead status.
4. Customer Query Resolution
Understand the customer's concern before responding.
Provide clear and simple answers.
Resolve basic customer queries independently.
Refer technical, financial, or department-specific issues to the appropriate team.
Track unresolved queries until they are properly addressed.
Avoid giving incorrect or unauthorized information.
Maintain a helpful and professional tone.
5. Lead Qualification
Chat Support Executives may also be responsible for identifying potential business opportunities.
Understand the customer's requirement.
Identify customer interest in products/services.
Ask relevant qualification questions.
Identify genuine enquiries.
Capture important customer details.
Classify leads according to company-defined criteria.
Transfer qualified leads to Sales/Business Development teams.
Follow up on leads where required.
6. Customer Follow-Up
Follow up with customers who have shown interest.
Follow up after sharing product/service information.
Contact customers regarding pending requirements.
Maintain scheduled follow-up dates.
Re-engage inactive or previously interested customers.
Update the status of every important follow-up.
Ensure no genuine enquiry is unnecessarily left unattended.
7. Support for Kheewa Group Business Verticals
Depending on the assigned campaign, the Chat Support Executive may handle enquiries related to:
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
Other products and services assigned by management
Proper product/service training will be provided for the assigned business vertical.
8. Customer Relationship Management
Maintain positive relationships with customers through professional communication.
Understand customer expectations.
Record customer requirements accurately.
Collect customer feedback.
Identify recurring customer questions.
Maintain a customer-focused approach.
Ensure customers receive timely responses.
9. CRM & Data Management
Update customer information in the CRM.
Record chat history and enquiry details.
Update lead status.
Record customer requirements and follow-up dates.
Maintain accurate customer databases.
Ensure all relevant enquiries are entered into the CRM.
Avoid duplicate or incomplete data.
Maintain confidentiality of customer information.
10. Internal Team Coordination
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 customer queries and requirements reach the correct department quickly.
11. Complaint & Escalation Handling
Handle customer complaints calmly and professionally.
Understand the issue before responding.
Provide available solutions within company guidelines.
Escalate unresolved issues to the concerned team.
Record complaint details accurately.
Maintain follow-up until the concerned team provides an appropriate response.
Avoid arguments or inappropriate communication with customers.
12. Chat Quality & Response Management
Maintain professional grammar and sentence structure.
Avoid unnecessary delays in responding.
Use approved templates where applicable.
Personalize responses according to customer requirements.
Ensure messages are easy to understand.
Check information before sending.
Maintain consistency in company communication.
Follow defined response-time and quality standards.
13. Reporting
The Chat Support Executive will maintain relevant reports including:
Daily Chat Report
Total Enquiries
Customer Response Report
Lead Qualification Report
Follow-Up Report
Complaint Report
Conversion/Appointment Report
CRM Update Report
Customer Feedback Report
Daily Productivity Report
Weekly Performance Report
Monthly Performance Report
Requirements & Qualifications
Educational Qualification
12th Pass, Graduate, or Postgraduate in any discipline.
Candidates from Commerce, Management, Marketing, Business Administration, Communication, or related backgrounds preferred.
Experience
0–3 years of experience in:
Chat Support
Customer

Work arrangement
Yes