About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office department. The role serves as the first point of contact for our banking and financial services clients, handling queries, troubleshooting problems, and delivering accurate information about our products and services. You will play a pivotal role in building lasting relationships and ensuring high levels of customer satisfaction in a fast‑paced, compliance‑driven environment.
- Respond promptly to inbound customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide clear, accurate information about Digitide's BFSI products and services.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client needs.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Conduct follow‑up communications to ensure issue resolution and client satisfaction.
- Assist in preparing periodic reports on customer trends and satisfaction metrics.
- Participate in training sessions and stay updated on industry regulations and product updates.
- Minimum 1‑2 years of experience in customer care or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to work in a high‑volume, back‑office environment while meeting SLAs.
- Basic understanding of banking, financial services, and compliance requirements.
- Customer‑focused attitude with a proven track record of achieving satisfaction targets.
- Flexibility to work in shifts, including occasional evenings or weekends.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated teamwork and collaboration skills.