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 communications, troubleshoot issues, provide product and service information, and proactively strengthen client partnerships to drive loyalty and operational efficiency.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve product or service issues, escalating complex cases when necessary.
- Maintain accurate records of interactions in the CRM system.
- Provide detailed information on banking, financial services, and insurance offerings.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Follow up with customers to ensure issue resolution and satisfaction.
- Collaborate with internal teams (operations, compliance, IT) to address client concerns.
- Monitor service level agreements (SLAs) and meet or exceed performance targets.
- Gather and relay customer feedback to improve processes and offerings.
- Participate in regular training and quality assurance sessions.
Qualifications
- Minimum 1‑2 years of experience in customer care or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- Solid problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high call volumes and multitask effectively.
- Customer‑focused mindset with a passion for service excellence.
- Basic understanding of banking, insurance, or financial products.
- Flexibility to work in shift patterns, including evenings and weekends if required.
- High school diploma required; bachelor's degree in business, finance, or related field preferred.
- Demonstrated ability to work collaboratively in a back‑office environment.