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 first point of contact for customers, handling inquiries, troubleshooting problems, and delivering accurate information about our financial products and services. Your focus will be on building lasting relationships, ensuring high satisfaction levels, and contributing to the efficiency of our back‑office processes.

Responsibilities

• Serve as the first point of contact for inbound customer communications via phone, email, and chat.
• Accurately capture and log customer queries in the CRM system.
• Provide detailed product and service information specific to CLM Domestic BFSI offerings.
• Troubleshoot and resolve issues within defined service level agreements.
• Escalate complex cases to appropriate functional teams while maintaining ownership.
• Follow up with customers to confirm issue resolution and satisfaction.
• Maintain up‑to‑date knowledge of banking, financial services, and insurance regulations.
• Contribute to knowledge‑base articles and suggest process improvements.
• Generate daily and weekly reports on call volume, resolution rates, and customer feedback.
• Participate in regular training, quality assurance, and performance review sessions.

Qualifications

• Minimum 1–2 years experience in customer service or call center, preferably within BFSI.
• Excellent verbal and written communication skills in English; additional local language a plus.
• Strong problem‑solving and decision‑making abilities.
• Familiarity with CRM tools and ticketing systems.
• Ability to work in a back‑office environment with shift flexibility.
• Basic understanding of banking, financial services, and insurance products.
• High attention to detail and data accuracy.
• Proficiency in MS Office (Excel, Word) and internet research.
• Positive attitude, empathy, and a customer‑centric mindset.
• Diploma or degree in Business, Finance, or a related field.