About the Customer Care Executive (Voice & Chat) Role
Customer Care Executives serve as the primary ambassadors of customer experience, ensuring that every user interaction resolves issues swiftly and reinforces brand trust. In this position, you will address customer queries related to order deliveries, service activations, billing explanations, and technical troubleshooting across enterprise and consumer domains.
This role demands empathy, patience, and clear analytical thinking. Working within defined Service Level Agreements (SLAs), you will diagnose issues from customer descriptions, navigate internal knowledge bases to deliver accurate solutions, escalate unresolved tickets to second-level technical teams, and follow through until the user is satisfied.
Fairease maintains direct hiring partnerships with top multinational BPO centers and direct corporate support teams across Bangalore, Pune, and Hyderabad. We offer candidates free interview coaching, company profile insights, and full offer negotiation support.
Key Responsibilities
- Handle inbound customer calls, support emails, and live chat inquiries within established SLA response times
- Diagnose customer complaints, explain resolutions clearly, and log comprehensive ticket summaries
- De-escalate frustrated callers through calm, empathetic, and professional communication
- Maintain high First Contact Resolution (FCR) rates and Customer Satisfaction (CSAT) scores
- Contribute feedback to product and operations teams based on recurring customer trends
Candidate Eligibility & Requirements
- Graduate or Diploma holder with 6+ months experience in voice or blended customer support
- Excellent oral and written English communication skills
- Proficiency with ticketing systems (Freshdesk, Zendesk, Zoho Desk)
- Willingness to work in rotational day or blended shifts
What Fairease Offers You as a Candidate
- Zero Placement Fees: Candidates never pay anything. Our services are 100% free for applicants.
- Verified Direct Employers: We partner only with verified corporate employers, ensuring safe workplaces and guaranteed timely salaries.
- Resume Review & Optimization: Our domain recruiters assist you with formatting and highlighting your key skills for target hiring managers.
- Interview Preparation: Get briefed on the specific company culture, interview rounds, and typical evaluation criteria before you speak with the team.
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