About the role
- Respond promptly to client inquiries via phone, email, and chat.
- Diagnose and resolve product or service issues, escalating when necessary.
- Maintain detailed records of interactions in the CRM system.
- Provide accurate information on Digitide Solutions' offerings and policies.
- Follow up with customers to confirm issue resolution and satisfaction.
- Identify recurring problems and suggest process improvements.
- Collaborate with technical and operations teams to address complex cases.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on product changes.
- Contribute to the creation of knowledge‑base articles and FAQs.
- Minimum 1‑2 years of experience in customer care or relationship management, preferably in BFSI or back‑office environments.
- 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 handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift patterns, including occasional evenings or weekends.
- High school diploma required; bachelor's degree or relevant certification is a plus.
- Demonstrated commitment to delivering superior customer experiences.