The Customer Care Executive (CCE) will be the front‑line voice for Digitide Solutions Limited's CLM Domestic BFSI inbound team. You will manage high‑volume customer interactions, troubleshoot issues, and provide accurate information while adhering to regulatory standards. The role requires strong communication skills, a customer‑centric mindset, and the ability to meet performance targets in a fast‑paced setting.
Responsibilities
- Answer inbound calls and respond to customer inquiries promptly and professionally.
- Diagnose and resolve client issues related to CLM Domestic BFSI products and services.
- Maintain accurate call logs and update CRM records in real time.
- Escalate complex cases to senior support or specialized teams as per SOPs.
- Achieve and exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Provide product knowledge and guidance to customers, ensuring compliance with BFSI regulations.
- Identify recurring problems and suggest process improvements to management.
- Participate in regular training sessions and stay updated on industry best practices.
- Collaborate with cross‑functional teams to ensure seamless issue resolution.
- Deliver post‑call follow‑up and ensure customer satisfaction is recorded.
Qualifications
- Minimum 1 year experience in inbound customer support within the BFSI sector.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and attention to detail.
- Familiarity with CLM (Contract Lifecycle Management) concepts and tools.
- Ability to work in a shift‑based environment and handle high call volumes.
- Proficiency with CRM software and Microsoft Office suite.
- Knowledge of banking, financial services, or insurance regulations is a plus.
- Demonstrated ability to meet SLA and KPI targets consistently.
- Team player with a positive attitude and customer‑first approach.
- High school diploma required; bachelor's degree or relevant certifications preferred.