The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and providing detailed information on our solutions. Working within the CLM Domestic BFSI – Manpower Back‑Office department, you will ensure high levels of client satisfaction, support operational efficiency, and contribute to the growth of our customer base. Responsibilities
• Respond promptly to inbound customer calls, emails, and chat messages.
• Investigate and resolve client issues, escalating complex cases when necessary.
• Provide accurate information on products, services, and processes.
• Maintain detailed records of interactions in the CRM system.
• Identify opportunities for upselling or cross‑selling based on client needs.
• Collaborate with internal teams (operations, finance, IT) to ensure timely issue resolution.
• Monitor service level agreements (SLAs) and ensure compliance.
• Gather client feedback and relay insights to improve service delivery.
• Prepare daily and weekly reports on call volumes, resolution rates,
and customer satisfaction metrics.
• Participate in training sessions and stay updated on industry regulations and company policies. Qualifications
• Bachelor's degree in Business, Finance, 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 quick‑paced, back‑office environment with shifting priorities.
• Customer‑centric mindset with a focus on delivering high‑quality service.
• Basic understanding of banking, insurance, or financial services regulations.
• Team player with good interpersonal skills and the ability to collaborate across departments.
• Flexibility to work in shifts, including occasional weekends or holidays, as required.