The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inbound and outbound communications, troubleshooting problems, and delivering accurate information about our solutions. Working within the CLM Domestic BFSI | Manpower - Back office department, the CRE will collaborate closely with operations, sales, and technical teams to ensure seamless service delivery and high customer satisfaction. This role requires solid communication skills, a proactive attitude, and the ability to manage multiple client interactions efficiently.
Responsibilities
- Respond promptly to client inquiries via phone, email, and chat.
- Diagnose and resolve product or service issues, escalating when necessary.
- Maintain detailed records of customer interactions in the CRM system.
- Provide accurate information on Digitide Solutions' offerings and policies.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Coordinate with back‑office teams to ensure timely issue resolution.
- Monitor and achieve key performance indicators such as response time and CSAT scores.
- Prepare and deliver regular status reports to management.
- Participate in training sessions to stay updated on industry trends and product updates.
- Contribute to process improvement initiatives to enhance the customer experience.
Qualifications
- Minimum 1–2 years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM tools and Microsoft Office Suite.
- Strong problem‑solving abilities and attention to detail.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Team‑player mindset with the ability to work independently.
- Flexibility to work in shift patterns as required by the back‑office operation.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated commitment to delivering exceptional customer experiences.