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 ensuring a seamless, satisfying experience that strengthens long‑term partnerships.

Responsibilities

• Act as the first point of contact for BFSI clients via phone, email, and chat.
• Provide accurate information about products, services, and processes.
• Investigate and resolve customer complaints within defined service level agreements.
• Record all interactions and outcomes in the CRM system with attention to detail.
• Escalate complex or unresolved issues to appropriate internal teams promptly.
• Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
• Identify and suggest opportunities for upselling or cross‑selling based on client needs.
• Contribute to the development and maintenance of knowledge‑base articles and process guides.
• Achieve daily and weekly performance targets such as call handling time and CSAT scores.
• Participate in regular training sessions, team meetings, and continuous improvement initiatives.

Qualifications

• Minimum 1 year of experience in customer service or call center environment, preferably within BFSI.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities and active listening skills.
• Ability to manage high call volumes and multitask efficiently.
• Familiarity with CRM software and Microsoft Office suite.
• Basic understanding of banking, insurance, or other financial services.
• High school diploma required; bachelors degree preferred.
• Positive attitude, team‑oriented mindset, and adaptability to change.
• Willingness to work shift‑based schedules, including evenings or weekends as needed.
• Good typing speed (minimum 40 words per minute).