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 internal teams (operations, finance, IT) to ensure timely issue resolution.
- Monitor service level agreements (SLAs) and meet performance targets.
- Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
- Prepare daily and weekly reports on call volumes, resolution rates, and trends.
- Assist in onboarding new clients by explaining workflows and support channels.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software and Microsoft Office Suite.
- Ability to work in a fast‑paced back‑office environment.
- Customer‑centric mindset with a focus on delivering quality service.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Team player with a positive attitude and strong interpersonal skills.