Job DescriptionJob Title: Client Relationship Advisor NJob Location: Ahmedabad, Gujarat, India, NWorking hours: UK office hours 1:30 PM to 10:00 PM (Monday through Friday) NRole OverviewnnTo be responsible for maintaining and delivering the highest possible level of customer service, always delivering above and beyond their expectations. N To ensure that, where possible, all customer enquiries (non-technical) and complaints are resolved to the customer's satisfaction. N To act as the 'voice ofthe customer' within Client, providing valuable customer insight to the business to drive continual service improvement. N To demonstrate the Client's core values of Personal Responsibility in Delivering Excellence. NnKey Responsibilities Nn Manage customer queries, complaints, SLA credits, billing enquiries, and service-related issues. N Take ownership of customer complaints and cases through to resolution, ensuring timely communication, accurate case management, and skilled outcomes. N Deliver empathetic, high-quality customer experiences that support customer satisfaction, retention, and advocacy. N Analyse customer feedback and complaint trends to identify root causes and drive continuous improvement initiatives. N Act as the voice of thecustomer, helping colleagues and stakeholders better understand the customer journey and its impact. N Work collaboratively with other teams to support strong, long-term customer relationships. N Handle customer interactions across phone, email, and written channels, aiming for first-contact resolution wherever possible. N Proactively identify recurring issues, risks, and trends, escalating where appropriate.



N Maintain accurate records and reporting within Salesforce and CRM systems in line with internal processes and governance. N Balance empathy with commercial awareness to deliver fair outcomes for both the customer and the business. NnRequired Skills & Experience Nn Minimum of 2 years' experience in a senior Customer Experience, Customer Success, Client Relations, or Complaints Resolution role (or similar). N Experience working within a B2B customer service or relationship management environment. N Proven experience handling customer complaints, complex case management, and customer interactions across phone, email, and written channels. N Experience managing customer cases from investigation through to resolution, ensuring accurate documentation, timely communication, and positive customer outcomes. N Excellent written and verbal communication skills, with the ability to build trust and manage stakeholders effectively. N Strong analytical, problem-solving, and decision-making skills, with the ability to deliver balanced, commercially aware complaint outcomes. N Experience using customer feedback and insight to drive service improvements and enhance customer experience. N A proactive, empathetic, and customer-focused mindset. N Experience using CRM systems (preferably Salesforce) and Microsoft Office applications. NnRequired Skills & Experience Nn Knowledge of ISO9001, ISO20000, ITIL, or service management best practices. N Experience within telecommunications, MSP, or technical IT service environments. N Experience supporting service delivery, provisioning, or technical customer issues. N Experience contributingto customer retention or customer experience improvement initiatives. N

📌 Client Relationship Advisor (Sabarmati River)
🏢 iConsultera
📍 Sabarmati River