The Customer Relationship Executive (CRE) will be the frontline ambassador for Digitide Solutions Limited’s CLM Domestic BFSI back‑office operations. You will handle inbound and outbound communications, address client queries, troubleshoot issues, and ensure timely resolution. By maintaining accurate records and collaborating with internal teams, you will help drive customer satisfaction and retention.
This role requires a proactive attitude, strong communication skills, and an understanding of BFSI processes.
Responsibilities
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Respond to inquiries and provide accurate product and service information.
- Investigate and resolve complaints within defined service level agreements.
- Document all interactions and outcomes in the CRM system.
- Escalate complex issues to the appropriate internal teams promptly.
- Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Contribute to the knowledge base and suggest process improvements.
- Achieve or exceed key performance indicators such as CSAT, AHT, and first‑call resolution.
- Participate in regular training sessions and team meetings.
Qualifications
- 1–2 years of experience in customer service or call center, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Ability to handle high call volumes and multitask efficiently.
- Familiarity with CRM tools and Microsoft Office applications.
- Knowledge of banking, financial services, or insurance processes is a plus.
- High school diploma required; bachelor's degree preferred.
- Willingness to work shift‑based schedules, including evenings and weekends.
- Positive attitude, team‑player mindset, and customer‑centric approach.
- Valuable typing speed (≥40 wpm) with high data entry accuracy.