The Customer Relationship Executive (CRE) will be the front‑line ambassador for Digitide Solutions Limited’s CLM Domestic BFSI back‑office operations. You will handle inbound and outbound communications, troubleshoot client issues, provide accurate product information, and collaborate with internal teams to deliver seamless service experiences that align with regulatory and quality standards.
Responsibilities
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Investigate and resolve service issues, escalating complex cases to senior support when necessary.
• Maintain detailed records of interactions in the CRM system, ensuring data accuracy and confidentiality.
• Provide product and service information specific to BFSI offerings, guiding customers through processes.
• Identify patterns in customer feedback and recommend process improvements to management.
• Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
• Coordinate with cross‑functional teams (operations, compliance, IT)
to close gaps in service delivery.
• Conduct follow‑up communications to confirm issue resolution and gauge customer satisfaction.
• Participate in regular training sessions to stay updated on industry regulations and company policies.
• Contribute to the creation of knowledge‑base articles and FAQs for internal and external use.
Qualifications
• Bachelor's degree in Business, Finance, Communications, or related field.
• 2+ years of experience in customer service or relationship management, preferably in BFSI.
• Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
• Strong problem‑solving abilities and attention to detail.
• Proficiency with CRM tools and Microsoft Office Suite.
• Ability to work in a fast‑paced back‑office workplace and manage multiple tasks simultaneously.
• Understanding of banking, insurance, or financial services regulations.
• De