Customer Relationship Executive

Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office department. In this role, you will be the first point of contact for our banking and financial services clients, handling inquiries, troubleshooting problems, and delivering accurate information about our products and services. Your focus will be on building trust, ensuring satisfaction, and supporting seamless operations within a fast‑paced, compliance‑driven environment.

Responsibilities

• Respond promptly to inbound customer calls, emails, and chat messages.
• Identify, investigate, and resolve client issues while adhering to service level agreements.
• Provide clear, accurate information on BFSI products, policies, and procedures.
• Document all interactions in the CRM system with detailed notes and follow‑up actions.
• Escalate complex or high‑priority cases to senior support or relevant departments.
• Monitor and track open tickets to ensure timely closure and customer satisfaction.
• Conduct periodic follow‑ups with customers to confirm issue resolution and gather feedback.
• Collaborate with cross‑functional teams (operations, compliance, IT) to improve service processes.
• Assist in preparing daily and weekly performance reports for management review.
• Participate in training sessions and stay updated on industry regulations and company offerings.

Qualifications

• Minimum 1–2 years of experience in customer service or relationship management, preferably in BFSI or back‑office settings.
• Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
• Strong problem‑solving abilities and a customer‑centric attitude.
• Proficiency with CRM tools and Microsoft Office Suite.
• Ability to handle high call volumes while maintaining professionalism.
• Basic understanding of banking, insurance, or financial services regulations.
• Attention to detail and strong organizational skills.
• Team player with the ability to work independently when required.
• Flexibility to work in shifts, including occasional weekends or holidays.
• High school diploma or equivalent; bachelors degree in Business, Finance, or related field preferred.