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 robust 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.
- Strong 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.