About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive for its CLM Domestic BFSI – Manpower Back Office team. In this role you will be the first point of contact for customers, handling inquiries across multiple channels, resolving issues efficiently, and ensuring a high level of satisfaction. You will collaborate closely with internal teams to deliver seamless service and contribute to continuous improvement of our customer care processes.
- Serve as the first point of contact for inbound calls, emails, and chat inquiries.
- Identify, troubleshoot, and resolve client issues promptly and accurately.
- Provide detailed information on products, services, and processes.
- Maintain comprehensive records of interactions in the CRM system.
- Escalate complex or unresolved cases to the appropriate department.
- Follow up on open tickets to ensure timely closure and customer satisfaction.
- Contribute to the development and updating of knowledge base articles.
- Achieve and exceed defined service level agreements (SLAs) and quality metrics.
- Collaborate with back‑office teams to ensure seamless service delivery.
- Prepare daily and weekly reports on customer interactions and trends.
- 1–2 years of experience in customer service or call center environment, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving and decision‑making abilities.
- Proficiency with CRM software and Microsoft Office applications.
- Ability to handle high call volumes and multitask effectively.
- Knowledge of banking, financial services, or insurance processes is a plus.
- High school diploma required; bachelor's degree preferred.
- Strong interpersonal skills with a customer‑centric attitude.
- Willingness to work shift‑based schedules, including evenings and weekends.
- Demonstrated track record of meeting or exceeding performance targets.