The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and providing detailed information on our products and services. Working within the CLM Domestic BFSI – Manpower Back‑Office department, you will play a pivotal role in maintaining client satisfaction, supporting operational efficiency, and contributing to the overall growth of Digitide Solutions Limited.
Responsibilities
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and policies.
- Maintain detailed records of interactions in the CRM system.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Collaborate with internal teams (operations, compliance, IT) to ensure seamless service delivery.
- Monitor service level agreements (SLAs) and meet performance targets.
- Gather client feedback and relay insights to improve processes.
- Prepare daily and weekly reports on call volumes, resolution rates, and customer satisfaction.
- Participate in training sessions and stay updated on industry regulations.
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.
- Robust problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, insurance, or financial services regulations.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- Demonstrated commitment to delivering high levels of customer satisfaction.