About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive for its CLM Domestic BFSI – Manpower Back Office team. In this role you will be the first point of contact for customers, handling inquiries across multiple channels, 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 maintain high levels of customer satisfaction.
- Serve as the first point of contact for inbound calls, emails, and chat messages from customers.
- Identify, troubleshoot, and resolve client issues promptly and professionally.
- Provide accurate and up‑to‑date information on BFSI products and services.
- Maintain detailed interaction records in the CRM system.
- Escalate complex or unresolved cases to the appropriate department while ensuring proper documentation.
- Follow up on open tickets to guarantee timely closure and customer satisfaction.
- Achieve and maintain SLA and quality metrics set by the department.
- Contribute to the development and updating of the knowledge base and standard operating procedures.
- Collaborate with back‑office teams to coordinate service delivery and resolve cross‑functional issues.
- Prepare and submit daily/weekly reports on customer interactions and performance metrics.
- 1–2 years of experience in customer service or call center environment, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Familiarity with CRM tools and ticketing systems.
- Ability to thrive in a fast‑paced back‑office setting.
- Basic understanding of banking, financial services, or insurance products.
- Proficiency in Microsoft Office, especially Excel and Word.
- High school diploma required; Bachelor’s degree preferred.
- Demonstrated ability to meet performance targets and adhere to SLAs.
- Positive attitude, team‑oriented mindset, and willingness to learn.