About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive for its CLM Domestic BFSI – Manpower Back Office department. The role involves being the first point of contact for customers, handling inquiries, troubleshooting issues, and delivering accurate information about our financial products and services. You will work closely with internal teams to ensure seamless service delivery and uphold the company’s commitment to customer satisfaction.
- Serve as the first point of contact for inbound calls, emails, and chat messages from customers.
- Address inquiries and provide information related to BFSI products and services.
- Resolve customer issues promptly, escalating complex cases to senior staff when necessary.
- Maintain accurate and up‑to‑date records of interactions in the CRM system.
- Identify cross‑sell and up‑sell opportunities and communicate them to the sales team.
- Adhere to CLM domestic compliance guidelines and data protection policies.
- Collaborate with back‑office teams to ensure smooth transaction processing and issue resolution.
- Prepare daily and weekly reports on call volumes, resolution rates, and customer feedback.
- Participate in regular training sessions and continuous improvement initiatives.
- Update and contribute to the internal knowledge base and FAQ resources.
- Minimum 1 year of experience in customer service or call center environment, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving and decision‑making abilities.
- Familiarity with CRM software and Microsoft Office suite.
- 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 flexible shift schedules, including evenings and weekends.
- Diploma or degree in Business, Finance, or a related field.