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 educating them on platform usage.
• Prepare regular reports on customer satisfaction metrics. Qualifications
• Minimum 1‑2 years of experience in customer service or relationship management.
• Excellent verbal and written communication skills in English.
• Solid problem‑solving abilities and attention to detail.
• Familiarity with BFSI terminology and back‑office processes.
• Proficiency in CRM tools and Microsoft Office suite.
• Ability to work independently and as part of a team.
• High level of empathy and patience when dealing with customers.
• Flexibility to work in shift patterns as required.
• Bachelor's degree in Business, Finance, or related field preferred.
• Demonstrated ability to meet or exceed SLA targets.