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 issues, and delivering accurate information about our products and services. You will work closely with internal teams to ensure seamless service delivery and uphold our commitment to customer satisfaction.

Responsibilities

• Serve as first point of contact via phone, email, and chat for BFSI clients.
• Accurately log and track all customer interactions in the CRM system.
• Diagnose and resolve product or service issues within defined SLA parameters.
• Provide clear information on Digitide’s solutions, policies, and procedures.
• Escalate complex cases to senior support while maintaining ownership of the issue.
• Follow up with customers to confirm resolution and gauge satisfaction.
• Identify trends and feedback to recommend process improvements.
• Collaborate with back‑office teams to coordinate documentation and compliance requirements.
• Meet or exceed daily and weekly KPI targets such as call volume, CSAT, and first‑call resolution.
• Participate in ongoing training sessions and contribute to knowledge‑base updates.

Qualifications

• Minimum 1‑2 years experience in customer service or call‑center environment, preferably within BFSI.
• Excellent verbal and written communication skills in English; additional local language is a plus.
• Strong problem‑solving abilities and composure under pressure.
• Proficiency with CRM software and Microsoft Office Suite.
• Basic understanding of banking, insurance, or financial services terminology.
• High attention to detail and accurate data entry.
• Willingness to work shift‑based schedules, including evenings and weekends.
• Team‑player attitude with a collaborative mindset.
• Demonstrated track record of meeting or exceeding performance metrics.
• Diploma or degree in Business, Finance, or a related field preferred.