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 first point of contact for our banking and financial services clients, handling inquiries, troubleshooting problems, and delivering accurate information about our products and services. You will play a key part in maintaining high customer satisfaction and supporting the smooth operation of our back‑office processes.
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Respond promptly to inquiries and provide clear information about products and services.
- Investigate and resolve customer complaints within defined service level agreements.
- Accurately document all interactions and outcomes in the CRM system.
- Escalate complex or unresolved issues to the appropriate internal teams.
- Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
- Identify opportunities for upselling or cross‑selling relevant solutions.
- Contribute to the development and maintenance of knowledge‑base articles and process guides.
- Achieve daily and weekly performance targets such as call handling time and CSAT scores.
- Participate in regular training sessions, team meetings, and continuous improvement initiatives.
- 1–2 years of experience in customer service or call center environments, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Ability to manage high call volumes and multitask effectively.
- Familiarity with CRM software and Microsoft Office applications.
- Basic knowledge of banking, insurance, or financial services processes.
- High school diploma required; bachelor's degree preferred.
- Positive attitude, empathy, and patience when dealing with customers.
- Willingness to work shift‑based schedules in a back‑office setting.
- Demonstrated reliability and good attendance record.