The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless, satisfying experience that strengthens client loyalty and supports Digitide Solutions Limited’s operational excellence.
Responsibilities
• Respond promptly to client inquiries via phone, email, and chat channels.
• Diagnose and resolve customer issues, escalating complex cases when necessary.
• Provide accurate information on products, services, and processes.
• Maintain detailed records of interactions in the CRM system.
• Identify patterns in complaints and suggest process improvements.
• Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
• Follow up with customers to confirm issue resolution and satisfaction.
• Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in regular training and knowledge‑sharing sessions.
• Contribute to the development of FAQs, scripts, and knowledge‑base articles.
Qualifications
• Minimum 1‑2 years of experience in customer service or relationship management, preferably in BFSI or back‑office environments.
• Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
• Strong problem‑solving abilities and a customer‑centric attitude.
• Proficiency with CRM tools and Microsoft Office suite.
• Ability to handle high call volumes while maintaining quality standards.
• Attention to detail and robust organizational skills.
• Flexibility to work in shift patterns, including evenings or weekends if required.
• Basic understanding of banking, financial services, or insurance terminology.
• Team player with a proactive approach to continuous improvement.
• High school diploma or equivalent; bachelor's degree preferred.