About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our domestic BFSI clients, handling inbound and outbound communications, troubleshooting issues, and delivering accurate information about our services. Working within the CLM Domestic BFSI | Manpower - Back office department, the CRE will play a pivotal role in maintaining high levels of client satisfaction and fostering long‑term relationships.
- Respond promptly to client inquiries via phone, email, and chat.
- Diagnose and resolve service‑related issues, escalating when necessary.
- Provide clear information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Follow up with customers to ensure issue resolution and satisfaction.
- Identify patterns in client feedback and suggest process improvements.
- Collaborate with internal teams (operations, compliance, IT) to address client needs.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on BFSI regulations and company offerings.
- Assist in preparing reports on client interactions and trends for management review.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer service 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 software and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Knowledge of domestic banking, insurance, or financial services regulations is a plus.
- Demonstrated ability to work collaboratively in a back‑office environment.
- Flexibility to work in shift patterns as required.
- Customer‑centric mindset with a focus on delivering exceptional service.