The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inquiries, troubleshooting problems, and delivering accurate information about our products and services. Working within the CLM Domestic BFSI | Manpower - Back office department, the CRE will collaborate with cross‑functional teams to ensure seamless service delivery and uphold high standards of customer satisfaction. This role requires strong communication skills, a proactive attitude, and the ability to manage multiple client interactions efficiently.
Responsibilities
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating to senior staff when necessary.
- Provide clear, accurate information about products, services, and processes.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Coordinate with internal teams (operations, finance, IT) to fulfill client requests.
- Follow up with customers to ensure issue resolution and satisfaction.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on industry regulations and company offerings.
- Contribute to a positive team setting by sharing knowledge and best practices.
Qualifications
- Minimum 1‑2 years of experience in customer service or relationship management, preferably in BFSI or back‑office settings.
- 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 call volumes while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated empathy and a customer‑centric mindset.
- Reliable internet connection and a quiet workspace for remote interactions (if applicable).