The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless, positive experience that drives client satisfaction and retention.
Responsibilities
- Respond promptly to client inquiries via phone, email, and chat.
- Investigate and resolve customer issues, escalating when necessary.
- Provide accurate information on Digitide Solutions' products and services.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in complaints and suggest process improvements.
- Collaborate with internal teams (operations, finance, IT) to address client needs.
- Follow up with customers to confirm issue resolution and satisfaction.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training and knowledge‑sharing sessions.
- Contribute to the development of FAQs and self‑service resources.
Qualifications
- Minimum 1–2 years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Solid problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Team‑player attitude with a proactive, can‑do mindset.
- Flexibility to work in shift patterns as required by the back‑office schedule.
- High school diploma required; bachelor's degree or relevant certification a plus.
- Demonstrated commitment to delivering superior customer experiences.