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 solid communication skills, a problem‑solving mindset, and the ability to work collaboratively across multiple internal departments.
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 clear 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, compliance, and technical teams to address complex queries.
- Prepare and deliver regular reports on customer trends, feedback, and service metrics.
- Participate in training sessions and stay updated on industry regulations and company policies.
- Contribute to continuous improvement initiatives to enhance the customer experience.
Qualifications
- Minimum 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.
- 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.
- Basic understanding of banking, financial services, and insurance terminology.
- Team‑player attitude with the ability to work independently when required.
- Flexibility to work in shift patterns, including evenings or weekends if needed.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated commitment to delivering exceptional customer satisfaction.