About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office department. In this role you will be the primary point of contact for our banking, financial services, and insurance clients, delivering timely support, accurate information, and ensuring high levels of satisfaction. You will collaborate closely with internal teams to resolve issues, capture feedback, and contribute to continuous service improvement.
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Respond to inquiries and provide detailed information about products and services.
- Investigate and resolve customer issues within defined service level agreements.
- Accurately document all interactions and outcomes in the CRM system.
- Escalate complex cases to the appropriate internal departments.
- Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
- Identify recurring trends and relay actionable insights to improve processes.
- Maintain up‑to‑date knowledge of CLM solutions and relevant BFSI regulations.
- Participate in regular training sessions and team meetings.
- Achieve and maintain key performance metrics such as CSAT and AHT.
- 1–2 years of experience in customer service or relationship management, preferably within BFSI.
- Excellent verbal and written communication skills.
- Strong problem‑solving and analytical abilities.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high‑volume inquiries and multitask effectively.
- Knowledge of Contract Lifecycle Management (CLM) concepts is a plus.
- Familiarity with banking, financial services, or insurance terminology.
- High school diploma required; bachelor's degree preferred.
- Positive attitude, empathy, and a customer‑centric mindset.
- Willingness to work back‑office shift schedules as needed.