The Customer Relationship Executive (CRE) will be the front‑line ambassador for Digitide Solutions Limited within the CLM Domestic BFSI back‑office team. You will handle inbound and outbound customer communications, troubleshoot issues, provide accurate product and service information, and proactively strengthen relationships to drive retention and revenue growth. This role requires strong communication skills, a customer‑centric mindset, and the ability to work collaboratively with cross‑functional teams.
Responsibilities
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Investigate and resolve product or service issues, escalating to appropriate teams when necessary.
• Maintain detailed records of interactions in the CRM system, ensuring data accuracy.
• Provide explicit information on banking, financial services, and insurance products offered by the company.
• Identify opportunities for upselling or cross‑selling based on customer needs.
• Follow up with customers to confirm issue resolution and gauge satisfaction.
• Collaborate with back‑office and operations teams to streamline processes and improve service delivery.
• Prepare and share regular reports on customer trends, pain points, and feedback.
• Participate in training sessions and stay updated on industry regulations and company policies.
• Contribute to continuous improvement initiatives aimed at enhancing the customer experience.
Qualifications
• Minimum 2 years of experience in customer care, relationship management, or a similar role within BFSI or related sectors.
• Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
• Proficiency with CRM tools and Microsoft Office Suite.
• Strong problem‑solving abilities and attention to detail.
• Ability to handle high‑volume interactions while maintaining quality service.
• Customer‑focused attitude with a proven track record of achieving satisfaction targe