About this role
Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office team. In this role you will be the primary point of contact for our banking, financial services, and insurance clients, delivering timely support, resolving concerns, and contributing to a seamless customer experience that drives loyalty and operational excellence.
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Respond to inquiries and provide accurate information about products and services.
- Investigate and resolve complaints within defined service level agreements.
- Document all interactions and outcomes in the CRM system.
- Escalate complex or unresolved issues to appropriate internal teams.
- Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
- Identify opportunities for service improvement and potential upselling.
- Maintain up‑to‑date knowledge of BFSI regulations and company offerings.
- Participate in ongoing training, quality assurance, and performance reviews.
- Prepare daily and weekly reports on call metrics, issue trends, and feedback.
- Minimum 1 year of experience in customer service or call center, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and interpersonal skills.
- Ability to handle high call volumes while meeting performance targets.
- Familiarity with CRM tools and Microsoft Office suite.
- Basic understanding of banking, insurance, or financial services concepts.
- High school diploma required; bachelor's degree preferred.
- Attention to detail with accurate data entry capabilities.
- Willingness to work shift‑based schedules in a back‑office environment.
- Positive attitude, team‑player mindset, and commitment to customer satisfaction.