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 primary point of contact for our financial services clients, handling inquiries, troubleshooting problems, and ensuring a seamless, satisfying experience that strengthens long‑term partnerships.

Responsibilities

• Serve as the first point of contact via phone, email, and chat for BFSI clients.
• Respond promptly to inquiries and provide accurate product and service information.
• Investigate and resolve complaints within defined service level agreements.
• Record all interactions and outcomes in the CRM system with attention to detail.
• Escalate complex or unresolved issues to appropriate internal teams.
• Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
• Identify opportunities for upselling or cross‑selling based on client needs.
• Contribute to the development and maintenance of knowledge‑base articles.
• Achieve daily and weekly KPI targets such as call handling time and CSAT scores.
• Participate in regular training sessions, team meetings, and process improvement initiatives.

Qualifications

• Minimum 1 year of experience in customer service or call center, preferably within BFSI.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities and active listening skills.
• Ability to manage high call volumes while maintaining composure.
• Familiarity with CRM software and Microsoft Office applications.
• Basic understanding of banking, insurance, or other financial services.
• High school diploma required; bachelors degree preferred.
• Willingness to work flexible shifts, including evenings and weekends.
• Demonstrated teamwork and collaborative attitude.
• Positive, customer‑centric mindset with a proactive approach.