Customer Relationship Executive

Digitide Solutions Limited is seeking a proactive Customer Relationship Executive for its CLM Domestic BFSI – Manpower Back Office team. In this role you will be the first point of contact for customers, handling inquiries across multiple channels, resolving issues efficiently, and ensuring a high level of satisfaction. You will collaborate closely with internal teams to deliver seamless service and contribute to continuous improvement of our customer care processes.

Responsibilities

• Serve as the first point of contact for inbound calls, emails, and chat inquiries.
• Identify, troubleshoot, and resolve client issues promptly and accurately.
• Provide detailed information on products, services, and processes.
• Maintain comprehensive records of interactions in the CRM system.
• Escalate complex or unresolved cases to the appropriate department.
• Follow up on open tickets to ensure timely closure and customer satisfaction.
• Contribute to the development and updating of knowledge base articles.
• Achieve and exceed defined service level agreements (SLAs) and quality metrics.
• Collaborate with back‑office teams to ensure seamless service delivery.
• Prepare daily and weekly reports on customer interactions and trends.

Qualifications

• 1–2 years of experience in customer service or call center environment, preferably within BFSI.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving and decision‑making abilities.
• Proficiency with CRM software and Microsoft Office applications.
• Ability to handle high call volumes and multitask effectively.
• Knowledge of banking, financial services, or insurance processes is a plus.
• High school diploma required; bachelors degree preferred.
• Strong interpersonal skills with a customer‑centric attitude.
• Willingness to work shift‑based schedules, including evenings and weekends.
• Demonstrated track record of meeting or exceeding performance targets.