About this role
The Customer Care Executive (CCE) will serve as the frontline of support for Digitide Solutions Limited's CLM Domestic Diversified inbound department. You will handle a high volume of customer interactions, resolve issues efficiently, and ensure a positive experience that aligns with our service standards and compliance requirements.
- Respond to inbound customer inquiries via phone, email, and chat promptly.
- Resolve product and service issues following company guidelines.
- Document interactions in CRM system with accurate details.
- Escalate complex cases to appropriate teams while maintaining ownership.
- Meet or exceed defined service level agreements (SLAs) and quality metrics.
- Provide product knowledge and usage guidance to customers.
- Identify recurring issues and suggest process improvements.
- Participate in training sessions and share best practices.
- Maintain confidentiality of customer data in compliance with GDPR.
- Contribute to team performance reports and feedback loops.
- Minimum 2 years experience in inbound customer support or call center environment.
- Strong communication skills in English (both written and verbal).
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to troubleshoot technical issues and guide users step-by-step.
- Excellent problem-solving and decision-making abilities.
- High level of empathy, patience, and professionalism.
- Ability to work flexible shifts, including evenings and weekends.
- Demonstrated track record of meeting SLA and KPI targets.
- Basic understanding of CLM (Contract Lifecycle Management) concepts is a plus.
- High school diploma required; associate degree or higher preferred.