CCE

The Customer Care Executive (CCE) will serve as the frontline for inbound communications within Digitide Solutions Limited's CLM Domestic Diversified department. You will engage with customers through phone, email, and chat, delivering timely resolutions and ensuring a positive experience. The role requires accurate documentation, collaboration with internal teams, and continuous improvement of service processes. Success in this position contributes directly to client satisfaction and the company's reputation for excellence.

Qualifications

• High school diploma; associate or bachelor's preferred.
• Minimum 1 year experience in inbound customer service or call center.
• Excellent verbal and written communication skills.
• Strong problem‐solving abilities and attention to detail.
• Proficiency with CRM software and Microsoft Office.
• Ability to work flexible shifts, including evenings and weekends.
• Demonstrated empathy and patience with customers.
• Basic understanding of CLM (Contract Lifecycle Management) concepts.
• Reliable internet connection and suitable home office setup (if remote).
• Ability to meet performance targets and adapt to feedback.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat.
• Resolve product and service issues promptly, adhering to SLA.
• Document interactions in CRM system accurately.
• Escalate complex cases to appropriate teams.
• Provide product knowledge and guidance to customers.
• Identify and report recurring issues for process improvement.
• Meet daily and weekly performance metrics.
• Participate in training and knowledge‐sharing sessions.
• Maintain professionalism and empathy in all communications.
• Contribute to team meetings and share best practices.