CCE

The Customer Care Executive (CCE) will serve as the frontline of support for Digitide Solutions Limited's CLM Domestic Diversified inbound department. You will handle a high volume of customer interactions, resolve issues efficiently, and ensure a positive experience that aligns with our service standards and compliance requirements. Respond to inbound customer inquiries via phone, email, and chat promptly. Resolve product and service issues following company guidelines. Document interactions in CRM system with accurate details. Escalate complex cases to appropriate teams while maintaining ownership. Meet or exceed defined service level agreements (SLAs) and quality metrics. Provide product knowledge and usage guidance to customers. Identify recurring issues and suggest process improvements. Participate in training sessions and share best practices. Maintain confidentiality of customer data in compliance with GDPR. Contribute to team performance reports and feedback loops. Minimum 2 years experience in inbound customer support or call center environment. Strong communication skills in English (both written and verbal). Proficiency with CRM tools and Microsoft Office Suite. Ability to troubleshoot technical issues and guide users step-by-step. Excellent problem-solving and decision-making abilities. High level of empathy, patience, and professionalism. Ability to work flexible shifts, including evenings and weekends. Demonstrated track record of meeting SLA and KPI targets. Basic understanding of CLM (Contract Lifecycle Management) concepts is a plus. High school diploma required; associate degree or higher preferred.