About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inbound and outbound communications, troubleshooting problems, and delivering accurate information about our products and services. This role is pivotal in sustaining high customer satisfaction and supporting the back‑office operations of the CLM Domestic BFSI division at Digitide Solutions Limited.
- Respond promptly to customer inquiries via phone, email, and chat.
- Diagnose and resolve client issues, escalating complex cases when necessary.
- Provide detailed information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with cross‑functional teams to ensure timely issue resolution.
- Monitor service level agreements (SLAs) and meet performance targets.
- Conduct follow‑up communications to confirm issue closure and satisfaction.
- Assist in onboarding new clients and updating account information.
- Participate in regular training sessions to stay updated on industry regulations.
- Minimum 1‑2 years of experience in customer care or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Strong 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, financial services, or insurance terminology.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift patterns as required by back‑office operations.
- High school diploma required; bachelor's degree in business or related field preferred.
- Demonstrated commitment to delivering superior customer service.