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 issues, and delivering accurate information about our services. Working within the Manpower – Back Office department, the CRE will play a pivotal role in maintaining high customer satisfaction and fostering long‑term relationships that drive business growth.
Responsibilities
- Respond promptly to customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating when necessary.
- Provide detailed information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with cross‑functional teams to ensure timely issue resolution.
- Monitor service level agreements (SLAs) and meet performance targets.
- Conduct follow‑up communications to confirm issue resolution.
- Assist in onboarding new clients and updating account information.
- Prepare periodic reports on customer satisfaction metrics.
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.
- Robust problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to work independently and as part of a team.
- Customer‑focused mindset with a commitment to service excellence.
- Flexibility to work in shift patterns as required.
- Basic understanding of banking, financial services, or insurance terminology.
- Demonstrated ability to meet or exceed SLA targets.