About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our CLM Domestic BFSI clients, handling inbound and outbound communications, troubleshooting issues, and delivering accurate information about our services. Working within the Manpower – Back Office department, the CRE will play a pivotal role in fostering strong client relationships, ensuring high satisfaction levels, and contributing to the overall efficiency of our back‑office processes.
- Respond promptly to customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating when necessary.
- Provide detailed information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with internal teams (operations, finance, IT) to address client needs.
- Follow up with customers to confirm issue resolution and satisfaction.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on BFSI regulations and company offerings.
- Assist in preparing reports on customer trends and performance metrics.
- 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 attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Team‑player attitude with a collaborative mindset.
- Flexibility to work in shift patterns as required by the back‑office schedule.
- High school diploma or equivalent; bachelor's degree in business, finance, or related field is advantageous.
- Demonstrated commitment to delivering superior customer experiences.