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 back‑office processes.
- 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.
- Follow up with customers to ensure issue resolution and satisfaction.
- Identify trends in inquiries 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 departmental KPIs such as response time, resolution rate, and CSAT scores.
- Participate in regular training sessions and team meetings.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- 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 proactive, customer‑centric mindset.
- Flexibility to work in shift patterns as required by the back‑office schedule.
- Demonstrated ability to meet or exceed performance targets.