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 and regulatory compliance.
- 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 while adhering to compliance guidelines.
- Ensure all communications comply with CLM domestic regulations and data privacy standards.
- Collaborate with back‑office teams to coordinate resolutions and service delivery.
- Monitor and meet service level agreements (SLAs) and key performance indicators (KPIs).
- Prepare daily and weekly reports on call volumes, issue types, and resolution metrics.
- Participate in continuous improvement initiatives to enhance customer experience.
- 1‑2 years of experience in customer service or relationship management, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving and decision‑making abilities.
- Proficiency with CRM software and Microsoft Office suite.
- Ability to handle high call volumes while meeting performance 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 rotations as required.
- Bachelor’s degree in Business, Finance, or a related field.