About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office team. In this role you will be the primary point of contact for our financial services clients, handling inquiries, troubleshooting problems, and delivering accurate product information while ensuring high levels of customer satisfaction and loyalty.
- Serve as first point of contact via phone, email, and chat for BFSI clients.
- Accurately log and track all interactions in the CRM system.
- Diagnose and resolve routine service issues within defined SLA parameters.
- Escalate complex problems to appropriate functional teams for resolution.
- Provide product and service information tailored to client needs.
- Follow up on open tickets to ensure timely closure and client satisfaction.
- Identify opportunities for upselling or cross‑selling relevant solutions.
- Contribute to knowledge‑base articles and suggest process improvements.
- Meet or exceed daily/weekly KPI targets such as CSAT and AHT.
- Participate in regular training sessions and team meetings.
- Minimum 1 year experience in customer care or relationship management, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving and decision‑making abilities.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high call volumes and multitask effectively.
- Customer‑centric attitude with empathy and patience.
- Basic understanding of banking, insurance, or financial services.
- High school diploma required; graduate degree preferred.
- Flexible schedule to accommodate shift work as needed.
- Demonstrated track record of meeting or exceeding performance metrics.