CCE

The Customer Care Executive (CCE) will serve as the frontline of support for Digitide Solutions Limiteds CLM Domestic Diversified inbound department. You will handle a high volume of customer interactions, resolve issues efficiently, and ensure a positive experience that aligns with our service standards and compliance requirements.

Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat promptly.
• Resolve product and service issues following company guidelines.
• Document interactions in CRM system with accurate details.
• Escalate complex cases to appropriate teams while maintaining ownership.
• Meet or exceed defined service level agreements (SLAs) and quality metrics.
• Provide product knowledge and usage guidance to customers.
• Identify recurring issues and suggest process improvements.
• Participate in training sessions and share best practices.
• Maintain confidentiality of customer data in compliance with GDPR.
• Contribute to team performance reports and feedback loops.

Qualifications

• Minimum 2 years experience in inbound customer support or call center environment.
• Strong communication skills in English (both written and verbal).
• Proficiency with CRM tools and Microsoft Office Suite.
• Ability to troubleshoot technical issues and guide users step-by-step.
• Excellent problem-solving and decision-making abilities.
• High level of empathy, patience, and professionalism.
• Ability to work flexible shifts, including evenings and weekends.
• Demonstrated track record of meeting SLA and KPI targets.
• Basic understanding of CLM (Contract Lifecycle Management) concepts is a plus.
• High school diploma required; associate degree or higher preferred.