Customer Relationship Executive

The Customer Relationship Executive (CRE) will serve as the primary point of contact for our CLM Domestic BFSI clients, handling inbound and outbound communications, troubleshooting issues, and delivering accurate information about our services. Working within the Manpower – Back Office department, the CRE will play a pivotal role in maintaining high customer satisfaction, fostering long‑term relationships, and contributing to the efficiency of our back‑office processes.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Diagnose and resolve product or service issues, escalating when necessary.
• Provide clear, accurate information about Digitide Solutions offerings and policies.
• Maintain detailed records of interactions in the CRM system.
• Follow up with customers to ensure issue resolution and satisfaction.
• Identify recurring problems and suggest process improvements.
• Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
• Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in regular training sessions to stay updated on BFSI regulations and company updates.
• Assist in preparing reports on customer trends and feedback for management.

Qualifications

• High school diploma or equivalent; bachelors degree preferred.
• 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 software and Microsoft Office Suite.
• Ability to handle high‑volume interactions while maintaining professionalism.
• Basic understanding of banking, financial services, or insurance terminology.
• Team player with a positive attitude and willingness to learn.
• Flexibility to work in shift patterns as required by the back‑office schedule.
• Demonstrated commitment to delivering superior customer experiences.