Customer Relationship Executive

The Customer Relationship Executive (CRE) will serve as the first point of contact for our BFSI clients, handling inbound and outbound communications, troubleshooting problems, and delivering accurate information about our products and services. Working within the CLM Domestic BFSI | Manpower - Back office department, the CRE will play a pivotal role in maintaining high customer satisfaction and supporting the operational efficiency of Digitide Solutions Limited.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Investigate and resolve client issues, escalating when necessary.
• Provide clear, accurate information about products, services, and processes.
• Maintain detailed records of interactions in the CRM system.
• Identify patterns in customer feedback and suggest process improvements.
• Collaborate with cross‑functional teams to ensure timely issue resolution.
• Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
• Conduct follow‑up communications to confirm issue closure and customer satisfaction.
• Assist in onboarding new clients and updating account information.
• Participate in regular training sessions to stay current on industry regulations and company offerings.

Qualifications

• Minimum 1‑2 years of experience in customer service 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 handle high‑volume interactions while maintaining professionalism.
• Basic understanding of banking, financial services, or insurance terminology.
• Demonstrated empathy and patience when dealing with diverse customers.
• Flexibility to work in shifts, including occasional evenings or weekends.
• High school diploma required; bachelors degree or relevant certification is a plus.
• Team‑player attitude with a proactive approach to continuous improvement.