Digitide Solutions Limited is seeking a proactive Customer Relationship Executive for its CLM Domestic BFSI – Manpower Back Office team. In this role, you will be the primary point of contact for our banking and financial services customers, providing timely assistance, resolving issues, and maintaining solid relationships to support business objectives and client retention.
Responsibilities
- Respond to customer inquiries through phone, email, and chat in a courteous and professional manner.
- Investigate and resolve complaints, escalating complex issues when necessary.
- Provide accurate information about products, services, and policies.
- Document all interactions in the CRM system with clear, concise notes.
- Monitor service level agreements (SLAs) and ensure timely resolution of tickets.
- Identify recurring issues and suggest process improvements to management.
- Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
- Maintain up‑to‑date knowledge of BFSI regulations and company offerings.
- Participate in training sessions and share best practices with peers.
- Prepare regular reports on customer satisfaction metrics and feedback.
Qualifications
- Minimum 1‑2 years of experience in a customer care or relationship role, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM tools and Microsoft Office suite.
- Strong problem‑solving abilities and attention to detail.
- Ability to handle high‑volume interactions while maintaining quality.
- Customer‑focused mindset with a passion for service excellence.
- Basic understanding of banking, insurance, or financial services terminology.
- Flexibility to work in shift patterns as required by the back‑office operation.
- High school diploma required; bachelor's degree in business or related field preferred.
- Demonstrated ability to work independently and as part of a team.