About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and providing detailed information on our products and services. Working within the CLM Domestic BFSI – Manpower Back‑Office department, you will play a pivotal role in maintaining high customer satisfaction and supporting the operational efficiency of our financial services solutions.
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating when necessary.
- Provide accurate information on products, services, and policies.
- Document all interactions in the CRM system with clear notes.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client needs.
- Maintain up‑to‑date knowledge of BFSI regulations and company offerings.
- Achieve defined service level agreements (SLAs) and quality metrics.
- Participate in regular training sessions and knowledge‑sharing meetings.
- Assist in preparing reports on customer satisfaction and trend analysis.
- Minimum 1‑2 years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- 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, insurance, or financial services regulations.
- Team‑player attitude with a customer‑centric mindset.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma or equivalent; bachelor's degree preferred.
- Demonstrated ability to meet or exceed performance targets.