Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office team. In this role you will be the primary point of contact for our financial services clients, handling inquiries, troubleshooting problems, and ensuring a seamless, satisfying experience that strengthens long‑term partnerships.
Responsibilities
- Act as the first point of contact for BFSI clients via phone, email, and chat.
- Provide accurate information on products, services, and processes.
- Investigate and resolve customer complaints within defined service level agreements.
- Record all interactions and outcomes in the CRM system promptly.
- Escalate complex or unresolved issues to appropriate internal teams.
- Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
- Identify and suggest upsell or cross‑sell opportunities based on client needs.
- Contribute to the development and maintenance of knowledge‑base articles.
- Achieve daily and weekly performance targets such as AHT, CSAT, and FCR.
- Participate in regular training sessions, team meetings, and process improvement initiatives.
Qualifications
- High school diploma required; bachelor's degree preferred.
- 1–2 years of experience in customer service or call center environments, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Ability to manage high call volumes and multitask effectively.
- Familiarity with CRM software and Microsoft Office suite.
- Customer‑centric mindset with empathy and patience.
- Willingness to work shift‑based schedules in a back‑office setting.
- Basic understanding of banking, insurance, or financial services concepts.
- Demonstrated reliability with valuable attendance and punctuality.