The Customer Care Executive (CCE) will serve as the frontline voice for Digitide Solutions Limited, handling inbound inquiries, troubleshooting issues, and ensuring a seamless experience for clients in the CLM Domestic Diversified segment. This role requires strong communication skills, a customer‑focused mindset, and the ability to work collaboratively with cross‑functional teams to resolve problems quickly and efficiently. Responsibilities
• Answer inbound calls and respond to emails from domestic clients in a courteous and timely manner.
• Identify, diagnose, and resolve customer issues related to CLM products and services.
• Document interactions and solutions accurately in the CRM system.
• Escalate complex cases to senior support or technical teams while maintaining ownership.
• Provide product knowledge and usage guidance to enhance client satisfaction.
• Monitor service level agreements (SLAs) and ensure compliance with response time targets.
• Gather and relay customer feedback to improve processes and offerings.
• Participate in regular training sessions to stay updated on product changes.
• Collaborate with sales and operations teams to address client onboarding queries.
• Prepare daily and weekly reports on call metrics and resolution statistics. Qualifications
• High school diploma or equivalent; associate degree preferred.
• Minimum 2 years of experience in inbound customer service or call center environment.
• Excellent verbal and written communication skills in English.
• Proficiency with CRM software and Microsoft Office Suite.
• Solid problem‑solving abilities and attention to detail.
• Ability to manage multiple inquiries simultaneously while maintaining quality.
• Customer‑centric attitude with a passion for delivering high‑quality service.
• Basic understanding of contract lifecycle management (CLM) concepts is a plus.
• Flexibility to work rotating shifts, including evenings and weekends if required.
• Demonstrated reliability and punctuality in previous roles.