About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office department. In this role, you will be the first point of contact for our clients, handling inquiries, troubleshooting problems, and delivering accurate information about our products and services. Your focus will be on building trust, ensuring satisfaction, and supporting the smooth operation of our back‑office processes.
- Respond promptly to inbound customer calls, emails, and chat messages.
- Identify, investigate, and resolve client issues while adhering to service level agreements.
- Provide clear, accurate information about products, services, and processes.
- Document all interactions in the CRM system with detailed notes and follow‑up actions.
- Escalate complex or high‑priority cases to senior support or relevant departments.
- Monitor and track open tickets to ensure timely closure and customer satisfaction.
- Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
- Gather client feedback and relay insights to improve service delivery.
- Maintain up‑to‑date knowledge of industry regulations and internal policies.
- Participate in regular training sessions and performance reviews.
- Minimum 1‑2 years of experience in customer service or relationship management, preferably in BFSI or back‑office environments.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- Strong problem‑solving abilities and a customer‑centric attitude.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high call volumes and multitask efficiently.
- Attention to detail and strong organizational skills.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma or equivalent; bachelor's degree in business, finance, or related field preferred.
- Demonstrated ability to work collaboratively in a team-oriented environment.