About this role
The Customer Care Executive (CCE) will serve as the primary point of contact for inbound client inquiries within the CLM Domestic Diversified segment. You will resolve issues, provide product guidance, and ensure a seamless experience that aligns with Digitide Solutions Limited's high service standards. This role requires strong communication skills, a proactive attitude, and the ability to work collaboratively with cross‑functional teams to meet performance targets.
- Handle inbound calls, emails, and chat inquiries promptly and professionally.
- Diagnose and resolve client issues related to CLM products and services.
- Document interactions accurately in the CRM system.
- Escalate complex cases to appropriate internal teams while following escalation protocols.
- Provide product information and usage guidance to customers.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Meet or exceed key performance indicators such as response time and customer satisfaction scores.
- Participate in regular training sessions to stay updated on product changes.
- Collaborate with the quality assurance team to improve service processes.
- Generate daily and weekly reports on call metrics and customer feedback.
- High school diploma or equivalent; associate or bachelor's degree preferred.
- Minimum 2 years of experience in inbound customer support or call center environment.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM software and Microsoft Office Suite.
- Strong problem‑solving abilities and attention to detail.
- Ability to work flexible hours, including evenings and weekends if required.
- Demonstrated ability to meet performance targets in a fast‑paced setting.
- Customer‑focused mindset with a passion for delivering high‑quality service.
- Basic understanding of contract lifecycle management (CLM) concepts is a plus.
- Team player who can collaborate effectively across departments.