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 strengthens long‑term partnerships.
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Respond promptly to inquiries and provide accurate product and service information.
- Investigate and resolve complaints within defined service level agreements.
- Record all interactions and outcomes in the CRM system with attention to detail.
- Escalate complex or unresolved issues to 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 KPI targets such as call handling time and CSAT scores.
- Participate in regular training sessions, team meetings, and process improvement initiatives.
- Minimum 1 year of experience in customer service or call center, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Ability to manage high call volumes while maintaining composure.
- 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.
- Willingness to work flexible shifts, including evenings and weekends.
- Demonstrated teamwork and collaborative attitude.
- Positive, customer‑centric mindset with a proactive approach.