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 collaborate with cross‑functional teams to ensure seamless service delivery and uphold high standards of customer satisfaction. This role requires strong communication skills, a proactive attitude, and the ability to thrive in a fast‑paced, data‑driven environment.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat channels.
• Investigate and resolve client issues, escalating complex cases when necessary.
• Provide detailed information on products, services, and procedural updates.
• Maintain accurate records of interactions in the CRM system.
• Identify patterns in customer feedback and suggest process improvements.
• Coordinate with internal teams (operations, compliance, IT) to fulfill client requests.
• Monitor service level agreements (SLAs) and ensure timely resolution.
• Prepare daily and weekly reports on call metrics and customer satisfaction scores.
• Participate in training sessions to stay updated on BFSI regulations and company offerings.
• Promote a positive brand image by delivering courteous and professional service.

Qualifications

• Minimum 1–2 years of experience in customer service or relationship management, preferably in BFSI.
• Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
• Proficiency with CRM tools and Microsoft Office Suite.
• Strong problem‑solving abilities and attention to detail.
• Ability to handle high call volumes while maintaining quality standards.
• Basic understanding of banking, financial services, or insurance terminology.
• Flexibility to work in shift rotations, including evenings and weekends if required.
• High school diploma or equivalent; bachelors degree preferred.
• Demonstrated empathy and a customer‑centric mindset.
• Team player with a proactive attitude toward continuous learning.