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 experience that drives client satisfaction and loyalty. Responsibilities
• Respond promptly to client inquiries via phone, email, and chat.
• Diagnose and resolve customer issues, escalating when necessary.
• Provide accurate information on Digitide Solutions' products and services.
• Maintain detailed records of interactions in the CRM system.
• Identify patterns in complaints and suggest process improvements.
• Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
• Follow up with customers to confirm issue resolution and satisfaction.
• Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in regular training and knowledge‑sharing sessions.
• Contribute to the development of FAQs and self‑service resources. Qualifications
• High school diploma or equivalent; bachelor's degree preferred.
• 2+ years of experience in customer service or relationship management, preferably in BFSI.
• Excellent verbal and written communication skills in English.
• Solid problem‑solving abilities and attention to detail.
• Proficiency with CRM tools and Microsoft Office suite.
• Ability to work in a fast‑paced back‑office environment.
• Customer‑centric mindset with a focus on quality service.
• Basic understanding of banking, financial services, or insurance terminology.
• Flexibility to work in shifts, including occasional evenings or weekends.
• Team player with a positive attitude and willingness to learn.