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 back‑office, you will ensure high levels of customer satisfaction, support operational efficiency, and contribute to the overall growth of the business.
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and policies.
- Maintain detailed records of interactions in the CRM system.
- Identify opportunities to upsell or cross‑sell relevant solutions.
- Collaborate with internal teams (operations, compliance, IT) to address client needs.
- Monitor service level agreements (SLAs) and ensure timely resolution.
- Gather and relay customer feedback to improve processes and offerings.
- Prepare daily and weekly performance reports for management.
- Participate in training sessions and stay updated on industry regulations.
- Minimum 1‑2 years of experience in customer service 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 professionalism.
- Basic understanding of banking, insurance, or financial services terminology.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated commitment to delivering superior customer experiences.