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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.
1. 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.

1.



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.

1. 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 Support

Customer Service

Live Chat

BPO

E-Commerce Support

Social Media Support

WhatsApp Support

Tele Support

Lead Generation

Freshers with strong written communication and computer skills are encouraged to apply.

Communication Skills The candidate should have:

Excellent written communication.

Valuable Hindi and English communication.

Strong typing and sentence-formulation ability.

Good reading comprehension.

Strong listening and understanding skills.

Ability to communicate politely and professionally.

Ability to explain information in simple language.

Ability to handle multiple customer conversations.

Technical Skills

Good computer knowledge.

Basic to good knowledge of MS Excel / Google Sheets.

MS Word.

Email communication.

WhatsApp Business.

Live Chat / Chat Support platforms.

Basic CRM knowledge.

Social media platforms.

Internet research.

Ability to work with multiple browser tabs and digital tools.

Basic knowledge of ChatGPT, Gemini, Microsoft Copilot, or other AI tools will be an added advantage.

Personal Attributes

Chat Support Executive → Senior Chat Support Executive → Chat Support Team Leader → Customer Support Manager

Based on performance, skills, and organizational requirements, employees may also explore opportunities in:

Customer Success | Sales | Business Development | Operations | Lead Generation | Team Management

Why Join Kheewa Group of Companies?

Exposure to multiple business industries and verticals.

Opportunity to work with Digital Marketing, Recruitment, E-Commerce, Consulting, Franchise Development, Lead Generation, AI, and Business Automation.

Develop professional customer communication skills.

Learn modern CRM and digital customer-support processes.

Continuous mentoring and skill development.

Performance-based career development opportunities.

Dynamic and growth-oriented work environment.

Apply Now

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Join Kheewa Group of Companies and build your career in Chat Support, Customer Service, Digital Communication & Business Operations.

📌 Chat Support Executives (Delhi)
🏢 Kheewa Incorporation
📍 Delhi