About this role
The Customer Relationship Executive (CRE) will be the primary point of contact for our BFSI clients, handling inbound communications, addressing product and service queries, and ensuring swift resolution of issues. Working within the CLM Domestic BFSI | Manpower - Back office department, the CRE will uphold high standards of customer satisfaction, maintain accurate records, and collaborate closely with internal teams to deliver seamless service experiences.
- Serve as the first point of contact for inbound calls, emails, and chat inquiries.
- Address client questions related to BFSI products, services, and processes.
- Resolve issues promptly, escalating complex cases to senior staff when necessary.
- Maintain accurate and up‑to‑date records of interactions in the CRM system.
- Provide clear product information and identify cross‑sell or upsell opportunities.
- Adhere to CLM domestic compliance, data privacy, and security guidelines.
- Collaborate with back‑office teams to ensure smooth transaction processing.
- Generate daily and weekly reports on call metrics, issue trends, and customer feedback.
- Participate in ongoing training and continuous improvement initiatives.
- Update and contribute to the knowledge base and FAQ resources.
- 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 and decision‑making abilities.
- Proficiency with CRM software and Microsoft Office applications.
- Ability to handle high call volumes while meeting SLA targets.
- Knowledge of banking, financial services, or insurance processes.
- Attention to detail with accurate data entry skills.
- Team player with a positive, customer‑focused attitude.
- Willingness to work shift rotations as required.
- High school diploma required; bachelor's degree preferred.