About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless experience that drives client satisfaction and loyalty.
- Respond promptly to client inquiries via phone, email, and chat.
- Investigate and resolve customer issues, escalating when necessary.
- Provide accurate information on Digitide Solutions' products and services.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in complaints and suggest process improvements.
- Collaborate with cross‑functional 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 industry regulations and company offerings.
- Contribute to the development of knowledge‑base articles and FAQs.
- 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 proactive approach to collaboration.
- Flexibility to work in shift patterns, including occasional evenings or weekends.
- High school diploma required; bachelor's degree in business, finance, or related field preferred.
- Demonstrated commitment to delivering superior customer experiences.