Customer Relationship Executive

Digitide Solutions Limited is seeking a proactive Customer Relationship Executive to join our CLM Domestic BFSI – Manpower Back Office department. The role serves as the first point of contact for our banking and financial services clients, handling queries, troubleshooting problems, and delivering accurate information about our products and services. You will collaborate with cross‑functional teams to ensure seamless service delivery and maintain high levels of customer satisfaction.

Responsibilities

• Respond to inbound and outbound customer inquiries via phone, email, and chat.
• Investigate and resolve client issues promptly, escalating when necessary.
• Provide detailed information on Digitide’s BFSI products and services.
• Maintain accurate records of interactions in the CRM system.
• Identify trends in customer feedback and suggest process improvements.
• Coordinate with operations, compliance, and technical teams to close tickets.
• Achieve defined service level agreements (SLAs) and quality metrics.
• Conduct follow‑up communications to ensure issue resolution satisfaction.
• Prepare daily and weekly reports on call volumes, resolution rates, and client sentiment.
• Participate in training sessions and stay updated on industry regulations.

Qualifications

• Bachelor’s 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 tools and Microsoft Office Suite.
• Ability to work in a fast‑paced back‑office environment.
• Knowledge of banking, insurance, or financial services regulations is a plus.
• Customer‑focused mindset with a commitment to service excellence.
• Flexibility to work in shifts, including occasional evenings or weekends.
• Demonstrated ability to meet performance targets and handle high call volumes.