Customer Relationship Executive

The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and collaborate with internal teams to ensure seamless service delivery and high customer satisfaction.

Responsibilities

• Respond promptly to client inquiries via phone, email, and chat.
• Diagnose and resolve customer issues, escalating when necessary.
• Provide accurate information on products, services, and processes.
• Maintain detailed records of interactions in the CRM system.
• Identify patterns in complaints and suggest process improvements.
• Coordinate with operations, finance, and technical teams to fulfill client requests.
• Monitor service level agreements (SLAs) and ensure compliance.
• Conduct follow‑up communications to confirm issue resolution.
• Assist in onboarding new clients and updating account details.
• Participate in regular training and performance review sessions.

Qualifications

• Minimum 1‑2 years of experience in customer care or relationship management, preferably in BFSI.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities and attention to detail.
• Proficiency with CRM tools and Microsoft Office suite.
• Ability to work in a fast‑paced back‑office environment.
• Customer‑focused mindset with a commitment to service excellence.
• Basic understanding of banking, insurance, or financial services terminology.
• Flexibility to work in shifts, including occasional weekends.
• High school diploma required; bachelors degree preferred.
• Demonstrated ability to meet or exceed SLA targets.