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 fostering strong client relationships, ensuring high satisfaction levels, and contributing to the overall efficiency of our back‑office processes.
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 preparing reports on customer satisfaction metrics.
- Participate in training sessions to stay updated on BFSI regulations and company offerings.
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.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Knowledge of banking, financial services, or insurance terminology is a plus.
- Demonstrated ability to work collaboratively in a back‑office setting.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Customer‑focused attitude with a commitment to delivering high‑quality service.