About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless, satisfying experience that strengthens client loyalty and supports Digitide Solutions Limited’s operational excellence.
- Respond promptly to client inquiries via phone, email, and chat, ensuring accurate and courteous communication.
- Investigate and resolve customer issues, escalating to senior teams when necessary.
- Maintain detailed records of interactions in the CRM system, updating case status and notes.
- Provide product and service information tailored to the BFSI sector, highlighting relevant features and benefits.
- Identify patterns in customer feedback and suggest process improvements to management.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client needs.
- Monitor service level agreements (SLAs) and ensure timely resolution of tickets.
- Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
- Assist in preparing client reports and performance metrics for internal review.
- Participate in training sessions and stay updated on industry regulations and company policies.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience in customer service or relationship management, preferably in BFSI or back‑office environments.
- 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 work in a fast‑paced, target‑driven environment.
- Basic understanding of banking, financial services, or insurance terminology.
- Team player with a positive attitude and strong interpersonal skills.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Demonstrated commitment to delivering high levels of customer satisfaction.