About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our domestic BFSI clients within the CLM Back‑Office team. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless experience that drives client satisfaction and retention.
- Respond promptly to client inquiries via phone, email, and chat.
- Investigate and resolve customer issues, escalating when necessary.
- Maintain accurate records of interactions in the CRM system.
- Provide detailed information on products, services, and processes.
- Identify opportunities to upsell or cross‑sell based on client needs.
- Collaborate with internal teams (operations, compliance, IT) to address client requests.
- Monitor service level agreements (SLAs) and ensure compliance.
- Gather client feedback and relay insights to improve service delivery.
- Prepare regular reports on call volumes, resolution times, and satisfaction metrics.
- Participate in training sessions to stay updated on industry regulations and company offerings.
- Minimum 1‑2 years of experience in customer care 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, 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 required; bachelor's degree in business or related field preferred.
- Demonstrated commitment to delivering superior customer service.