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 issues, and providing accurate information about our products and services. Working closely with the back‑office team, the CRE will ensure timely resolution of queries, maintain detailed records, and contribute to continuous improvement of service standards, ultimately driving customer satisfaction and loyalty.

Responsibilities

• Respond to client inquiries via phone, email, and chat in a courteous and timely manner.
• Diagnose and resolve product or service issues, escalating complex cases when necessary.
• Provide accurate information on banking, financial services, and insurance offerings.
• Maintain detailed logs of interactions and update CRM systems with relevant data.
• Follow up with customers to ensure issue resolution and gather feedback.
• Identify patterns in complaints and suggest process improvements to management.
• Collaborate with cross‑functional teams to address back‑office operational challenges.
• Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in regular training sessions to stay updated on industry regulations and company policies.
• Assist in preparing periodic reports on customer satisfaction metrics.

Qualifications

• Bachelors degree in Business, Finance, or related field.
• 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 quality.
• Knowledge of banking, insurance, or financial services regulations is a plus.
• Demonstrated empathy and patience when dealing with diverse customers.
• Team‑player mindset with a proactive attitude toward continuous improvement.
• Flexibility to work in shifts, including occasional weekends or holidays.