The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless, satisfying experience that strengthens client loyalty and supports Digitide Solutions Limited’s operational excellence.
Responsibilities
- Respond promptly to client inquiries via phone, email, and chat channels.
- Diagnose and resolve service issues, escalating complex cases when necessary.
- Provide accurate information on 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, IT, finance) to fulfill client requests.
- Monitor service level agreements (SLAs) and ensure compliance.
- Conduct follow‑up communications to confirm issue resolution and satisfaction.
- Assist in preparing client reports and performance metrics.
- Participate in training sessions and stay updated on industry regulations.
Qualifications
- Minimum 1–2 years of experience in customer care or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- Solid problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance processes.
- Team‑player attitude with a proactive, customer‑centric mindset.
- Flexibility to work in shift patterns as required by back‑office operations.
- High school diploma required; bachelor's degree in business, finance, or related field preferred.
- Demonstrated ability to meet or exceed SLA targets.