Customer Relationship Executive

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 financial services clients, handling inquiries, troubleshooting problems, and delivering accurate product information while ensuring high levels of customer satisfaction and loyalty.

Responsibilities

• Serve as first point of contact via phone, email, and chat for BFSI clients.
• Accurately log and track all interactions in the CRM system.
• Diagnose and resolve routine service issues within defined SLA parameters.
• Escalate complex problems to appropriate teams and monitor follow‑up.
• Provide product and service information tailored to client needs.
• Conduct follow‑up calls to confirm issue resolution and gauge satisfaction.
• Identify opportunities for upselling or cross‑selling relevant solutions.
• Contribute to knowledge‑base articles and suggest process improvements.
• Meet or exceed daily/weekly KPI targets such as response time and CSAT scores.
• Participate in regular training sessions and team meetings.

Qualifications

• 1‑2 years experience in customer care or relationship management, preferably within BFSI.
• Excellent verbal and written communication skills in English; additional local language is a plus.
• Strong problem‑solving abilities and composure under pressure.
• Proficiency with CRM tools and Microsoft Office suite.
• High attention to detail and accurate data entry.
• Ability to work in a shift‑based back‑office environment.
• Demonstrated empathy and a customer‑centric attitude.
• Basic understanding of banking, insurance, or financial services terminology.
• Reliable internet connection and suitable home office setup (if remote).
• Bachelor’s degree or equivalent; diploma acceptable with relevant experience.