About this role
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 reinforces our brand reputation.
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Provide accurate information about products, services, and processes.
- Investigate and resolve customer complaints within defined service level agreements.
- Record all interactions and outcomes in the CRM system promptly.
- Escalate complex or unresolved issues to the appropriate internal teams.
- Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Contribute to the development and maintenance of knowledge‑base articles.
- Achieve daily and weekly performance targets such as AHT, CSAT, and FCR.
- Participate in regular training sessions, team meetings, and process improvement initiatives.
- Minimum 1 year of experience in customer service or call center environments, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Ability to handle high call volumes and multitask efficiently.
- Familiarity with CRM software and Microsoft Office applications.
- Basic understanding of banking, insurance, or other financial services.
- High school diploma required; bachelor's degree preferred.
- Positive attitude, team‑oriented mindset, and adaptability to change.
- Willingness to work shift‑based schedules, including evenings or weekends as needed.
- Good typing speed (minimum 40 words per minute).