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 levels of customer satisfaction and supporting the company’s reputation for excellence in the financial services sector.
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating when necessary.
- Provide accurate information on products, services, and policies.
- 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 seamless service delivery.
- Monitor service level agreements (SLAs) and meet performance targets.
- Gather and relay customer feedback to improve processes and offerings.
- Prepare regular reports on call volumes, resolution rates, and customer satisfaction metrics.
- Participate in training sessions and stay updated on industry regulations and product changes.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience in customer service 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 software and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Customer‑focused mindset with a passion for delivering quality service.
- Basic understanding of banking, insurance, or financial services regulations.
- Flexibility to work in shifts, including occasional weekends or holidays.
- Team player with a collaborative attitude and willingness to learn.