Customer Care 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 customer-focused, responsible, and communication-oriented Customer Care Executives to join our growing team. The role will focus on maintaining positive customer relationships, handling enquiries and complaints, providing timely assistance, and ensuring a smooth customer experience.
Job Summary
The Customer Care Executive will be responsible for managing customer interactions through telephone calls, WhatsApp, chat, email, and other approved communication channels.
The role involves understanding customer requirements, answering queries, resolving basic issues, handling complaints, coordinating with internal departments, conducting follow-ups, collecting feedback, and maintaining accurate customer records.
The ideal candidate should have good communication skills, patience, active listening ability, problem-solving skills, professional behaviour, and a strong customer-service mindset.
Key Roles & Responsibilities
1. Customer Interaction & Support
Handle incoming and outgoing customer calls professionally.
Respond to customer enquiries through phone, WhatsApp, chat, and email.
Understand customer requirements and concerns.
Provide accurate information regarding company products, services, processes, and policies.
Guide customers regarding the appropriate next steps.
Maintain professional and friendly communication.
Ensure customers receive timely assistance.
2. Customer Query Resolution
Listen carefully to customer questions and concerns.
Understand the issue before providing a response.
Resolve routine customer queries independently.
Provide clear and simple explanations.
Coordinate with relevant departments for issues requiring additional support.
Keep customers informed about the status of pending issues.
Follow up until the required response or resolution is provided.
3. Complaint Handling
Receive and record customer complaints professionally.
Remain calm and polite while dealing with dissatisfied customers.
Understand the root cause of the complaint.
Provide appropriate solutions within company guidelines.
Escalate unresolved or sensitive complaints to the concerned senior/team.
Maintain complaint records and status.
Conduct follow-up with customers after resolution where required.
Identify recurring complaints and report them to management.
4. Customer Follow-Up
Conduct regular follow-ups on pending customer requests.
Follow up on unresolved queries and complaints.
Contact customers regarding service updates and requirements.
Maintain scheduled follow-up dates.
Ensure important customer requests are not missed.
Update the customer regarding progress and next steps.
Maintain proper follow-up records.
5. Customer Relationship Management
Build and maintain positive relationships with customers.
Understand customer expectations and requirements.
Maintain professional communication throughout the customer lifecycle.
Collect customer feedback.
Identify customer satisfaction issues.
Support customer retention through timely and professional service.
Ensure customers feel properly attended to.
6. WhatsApp & Digital Support
Handle customer enquiries received through WhatsApp Business.
Respond to customer messages professionally.
Share approved brochures, documents, links, information, and updates.
Follow up with customers through WhatsApp when required.
Maintain professional digital communication.
Record important customer interactions in the CRM/system.
7. Chat & Email Support
Respond to customer enquiries received through online chat and email.
Draft clear, professional, and easy-to-understand responses.
Maintain proper email and chat etiquette.
Ensure customer queries are addressed within the assigned response time.
Forward technical or department-specific queries to the appropriate team.
Maintain records of important communications.
8. Product & Service Assistance
Depending on the assigned business vertical, the Customer Care Executive may handle customer 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/services assigned by management
The employee will be provided appropriate training regarding the relevant products and services.
9. 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
Responsibilities include:
Forwarding customer requirements to the appropriate team.
Coordinating for issue resolution.
Obtaining required updates from internal departments.
Communicating relevant updates back to customers.
Ensuring proper closure of customer requests.
10. CRM & Customer Data Management
Maintain accurate customer information in CRM.
Record customer interactions and call outcomes.
Update customer query and complaint status.
Record follow-up dates.
Maintain customer requirements and feedback.
Update resolution status.
Ensure customer records are complete and accurate.
Maintain confidentiality of customer information.
11. Customer Feedback
Collect customer feedback after service interactions.
Record suggestions and complaints.
Identify common customer concerns.
Share important feedback with management.
Identify opportunities to improve customer service.
Monitor recurring issues and communicate them to the concerned department.
12. Customer Retention & Relationship Support
Maintain regular communication with existing customers where required.
Ensure pending customer requirements are followed up.
Support customers in using company services effectively.
Identify customers who may require additional assistance.
Escalate potential customer retention concerns.
Maintain a professional relationship with existing customers.
13. Basic Business Support
Where required, the Customer Care Executive may also:
Identify genuine customer requirements.
Qualify customer enquiries.
Generate leads from customer interactions.
Schedule appointments with the Sales/Business Development team.
Forward potential business opportunities to the relevant department.
Conduct follow-ups on enquiries.
The primary responsibility remains customer care and service support.
14. Daily Reporting
The Customer Care Executive will maintain relevant reports such as:
Daily Customer Interaction Report
Incoming Call Report
Outgoing Call Report
Customer Query Report
Complaint Report
Resolution Report
Follow-Up Report
Customer Feedback Report
Escalation Report

Work arrangement
Yes