Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office team. In this role you will be the primary point of contact for our financial services clients, handling inquiries, troubleshooting problems, and ensuring a seamless, satisfying experience that strengthens long‑term partnerships.
Responsibilities
- Act as the first point of contact for BFSI clients via phone, email, and chat.
- Provide accurate information on products, services, and processes.
- Investigate and resolve customer complaints within defined SLAs.
- Record all interactions and outcomes in the CRM system.
- Escalate complex or unresolved issues to the appropriate internal teams.
- Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
- Identify and suggest upsell or cross‑sell opportunities based on client needs.
- Contribute to the development and maintenance of knowledge‑base articles.
- Achieve daily and weekly performance targets such as call handling time and CSAT scores.
- Participate in regular training sessions and team meetings to stay updated on policies and best practices.
Qualifications
- High school diploma required; bachelor's degree preferred.
- 1–2 years of experience in customer service or call center, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Robust problem‑solving abilities and active listening skills.
- Ability to manage high call volumes and multitask effectively.
- Proficiency with CRM software and Microsoft Office suite.
- Basic understanding of banking, insurance, or financial services concepts.
- Positive attitude, patience, and empathy when dealing with customers.
- Willingness to work shift‑based schedules in a back‑office environment.
- Computer literacy with a typing speed of at least 40 wpm.