About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and providing detailed information on our solutions. Working within the CLM Domestic BFSI – Manpower Back‑Office department, you will play a pivotal role in maintaining high customer satisfaction and supporting the growth of our service portfolio.
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and processes.
- Maintain detailed records of interactions in the CRM system.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Collaborate with internal teams (operations, compliance, IT) to ensure timely issue resolution.
- Monitor service level agreements (SLAs) and ensure compliance.
- Gather client feedback and relay insights to improve service delivery.
- Prepare daily and weekly performance reports for management.
- Participate in training sessions and stay updated on industry regulations.
- 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 in English.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to work in a fast‑paced, back‑office environment.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Customer‑centric mindset with a focus on quality service.
- Flexibility to work in shifts, including occasional weekends.
- Demonstrated ability to meet or exceed SLA targets.