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 products and services. Working within the CLM Domestic BFSI | Manpower – Back Office department, you will play a pivotal role in maintaining high customer satisfaction and supporting the operational efficiency of our financial services solutions.
- 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 transaction processes.
- Maintain detailed records of interactions in the CRM system.
- Identify opportunities for service improvement and relay feedback to relevant teams.
- Assist with onboarding new clients and guiding them through platform functionalities.
- Monitor service level agreements (SLAs) and ensure compliance.
- Collaborate with cross‑functional teams to address systemic problems.
- Prepare regular reports on customer queries, trends, and satisfaction metrics.
- Participate in training sessions to stay updated on industry regulations and company offerings.
- 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 capital markets terminology is a plus.
- Demonstrated ability to meet or exceed SLA targets.
- Customer‑centric mindset with a focus on quality service.
- Flexibility to work in shifts, including occasional weekends.