The Customer Relationship Executive (CRE) will be the primary liaison between Digitide Solutions Limited and its BFSI clients within the CLM Domestic Back‑office team. You will handle inbound and outbound communications, troubleshoot issues, provide product and service information, and proactively strengthen client partnerships to drive retention and revenue growth. Responsibilities
• Respond promptly to customer inquiries via phone, email, and chat, ensuring accurate and courteous communication.
• Investigate and resolve client issues, escalating to appropriate teams when necessary.
• Maintain detailed records of interactions in the CRM system, updating case status and notes.
• Provide product and service information, guiding customers through features and benefits.
• Identify opportunities for upselling or cross‑selling based on client needs and usage patterns.
• Monitor service level agreements (SLAs) and ensure compliance with response and resolution targets.
• Gather and relay customer feedback to internal stakeholders for continuous improvement.
• Participate in regular training sessions to stay current on industry trends and company offerings.
• Collaborate with the back‑office operations team to streamline processes and improve client experience.
• Prepare periodic reports on customer satisfaction metrics and issue trends. Qualifications
• Minimum 1–2 years of experience in customer care, relationship management, or a similar role, preferably in BFSI or back‑office environments.
• Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
• Strong problem‑solving abilities with a customer‑centric mindset.
• Proficiency with CRM tools and Microsoft Office Suite.
• Ability to handle high call volumes while maintaining quality and empathy.
• Attention to detail and solid organizational skills.
• Flexibility to work in shift patterns, including evenings or weekends if required.
• Bachelor's degree in Business, Finance, Communications, or related field (or equivalent experience).
• Demonstrated ability to work collaboratively in a team-oriented environment.
• Positive attitude, resilience under pressure, and a commitment to continuous learning.