The Customer Relationship Executive (CRE) will serve as the primary point of contact for our CLM Domestic BFSI clients, handling inbound and outbound communications, troubleshooting problems, and delivering accurate information about our services. Working within the Manpower – Back Office department, the CRE will play a pivotal role in fostering strong client relationships and ensuring high levels of satisfaction across all touchpoints.
Responsibilities
- Respond promptly to customer inquiries via phone, email, and chat.
- Diagnose and resolve product or service issues, escalating when necessary.
- Provide explicit, accurate information about BFSI solutions and back‑office processes.
- Maintain detailed records of interactions in the CRM system.
- Follow up with customers to confirm issue resolution and satisfaction.
- Identify recurring problems and suggest process improvements.
- Collaborate with internal teams (operations, compliance, IT) to address client needs.
- Meet or exceed 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 the creation of knowledge‑base articles and FAQs.
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.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to work in a fast‑paced, back‑office environment.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Customer‑focused mindset with a commitment to service excellence.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Team player with a proactive attitude toward continuous improvement.