About this role
The Customer Relationship Executive (CRE) will be the frontline ambassador for Digitide Solutions Limited within the CLM Domestic BFSI back‑office team. You will handle inbound and outbound customer communications, troubleshoot issues, provide accurate product and service information, and collaborate with internal teams to deliver seamless experiences that drive client loyalty and operational efficiency.
- Respond promptly to customer inquiries via phone, email, and chat, maintaining a professional tone.
- Diagnose and resolve product or service issues, escalating complex cases when necessary.
- Maintain detailed records of interactions in the CRM system, ensuring data accuracy.
- Provide clear information on banking, financial services, and insurance products offered by the company.
- Identify opportunities to upsell or cross‑sell relevant solutions based on customer needs.
- Follow up with customers to confirm issue resolution and gather feedback.
- Collaborate with back‑office teams, including compliance and operations, to address client requests.
- Monitor service level agreements (SLAs) and strive to exceed performance targets.
- Participate in regular training sessions to stay updated on industry regulations and product updates.
- Contribute to continuous improvement initiatives by reporting recurring issues and suggesting process enhancements.
- Minimum 1‑2 years of experience in customer care 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 call volumes while maintaining quality standards.
- Basic understanding of banking, insurance, or financial services terminology.
- Customer‑focused mindset with a proven track record of achieving satisfaction targets.
- Flexibility to work in shift patterns, including evenings and weekends if required.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated ability to work collaboratively in a fast‑paced back‑office environment.