About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our CLM Domestic BFSI clients, handling inbound and outbound communications, troubleshooting issues, and delivering accurate information about our services. Working within the Manpower – Back Office department, the CRE will play a pivotal role in maintaining high customer satisfaction and fostering long‑term relationships that drive business growth.
- Respond promptly to customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating when necessary.
- Provide detailed information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with cross‑functional teams to ensure timely issue resolution.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Conduct follow‑up communications to confirm issue closure and customer satisfaction.
- Assist in onboarding new clients and updating account information.
- Participate in regular training sessions and team meetings.
- Minimum 1‑2 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 tools and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Customer‑focused mindset with a passion for service excellence.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shift patterns as required by the back‑office schedule.
- High school diploma or equivalent; bachelor's degree is a plus.
- Demonstrated ability to work collaboratively in a team environment.