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CCE

Digitide Solutions
Mumbai, IND
Full-time
Junior · 2+ years experience
Onsite
Discovered 1 weeks ago
servicenow

Full Job Posting

Qualifications

  • Bachelor's degree in Business, Finance, IT, or related field.
  • 2+ years of experience in inbound customer support, preferably in BFSI or CLM domains.
  • Strong communication skills with fluency in English; additional Indian languages a plus.
  • Proficiency with ticketing tools (e.g., ServiceNow, JIRA) and CRM systems.
  • Ability to understand and explain technical concepts to non‐technical users.
  • Excellent problem‐solving and analytical abilities.
  • Familiarity with banking, financial services, and insurance regulations.
  • Customer‐focused mindset with a track record of achieving high satisfaction scores.
  • Ability to work in a fast‐paced, shift‐based environment.
  • Team player with a proactive attitude toward continuous improvement.

Responsibilities

  • Respond to inbound client calls and emails promptly, maintaining service level agreements.
  • Diagnose and resolve technical and functional issues related to CLM solutions.
  • Escalate complex problems to appropriate support tiers while tracking resolution progress.
  • Document interactions and solutions accurately in the ticketing system.
  • Provide product knowledge and guidance to clients on best practices.
  • Collaborate with cross‐functional teams to address recurring issues and improve processes.
  • Monitor and report on key performance indicators such as response time and customer satisfaction.
  • Participate in regular training sessions to stay updated on BFSI regulations and product updates.
  • Assist in creating and updating knowledge base articles for internal and client use.
  • Maintain confidentiality and compliance with data protection policies.

Preferred Qualifications

  • Strong communication skills with fluency in English; additional Indian languages a plus.

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