Customer Relationship Executive

The Customer Relationship Executive (CRE) will act as the primary point of contact for our BFSI clients, handling inquiries across multiple channels, delivering accurate product information, and ensuring swift resolution of issues. This role supports the CLM Domestic BFSI back‑office team, contributing to high customer satisfaction and operational efficiency while adhering to industry regulations and company standards.

Responsibilities

• Serve as the first point of contact for inbound customer inquiries via phone, email, and chat.
• Provide accurate information on Digitides products and services.
• Resolve complaints and issues promptly, aiming for first‑call resolution.
• Document all interactions and outcomes in the CRM system.
• Escalate complex cases to the appropriate internal teams while tracking progress.
• Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
• Identify opportunities for upselling or cross‑selling relevant solutions.
• Maintain up‑to‑date knowledge of BFSI regulations, company policies, and service offerings.
• Meet or exceed team performance targets and key performance indicators (KPIs).
• Participate in ongoing training and continuous improvement initiatives.

Qualifications

• Minimum 1–2 years of experience in customer service or call center, preferably within BFSI.
• Excellent verbal and written communication skills.
• Strong problem‑solving and decision‑making abilities.
• Proficiency with CRM software and Microsoft Office applications.
• Ability to handle high call volumes while meeting service level agreements (SLAs).
• Knowledge of banking, financial services, or insurance processes.
• Customer‑focused attitude with empathy and patience.
• Ability to work collaboratively in a back‑office environment.
• High school diploma required; bachelors degree preferred.
• Flexibility to work shifts, including evenings and weekends.