Job Description

Job Title: Client Relationship Advisor

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Job Location: Ahmedabad, Gujarat, India,

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Working hours: UK office hours 1:30 PM to 10:00 PM (Monday through Friday)

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Role Overview

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- To be responsible for maintaining and delivering the highest possible level of customer service, always delivering above and beyond their expectations.
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- To ensure that, where possible, all customer enquiries (non-technical) and complaints are resolved to the customer's satisfaction.
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- To act as the 'voice of the customer' within Client, providing valuable customer insight to the business to drive continual service improvement.
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- To demonstrate the Client's core values of Personal Responsibility in Delivering Excellence.
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Key Responsibilities

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- Manage customer queries, complaints, SLA credits, billing enquiries, and service-related issues.
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- Take ownership of customer complaints and cases through to resolution, ensuring timely communication, accurate case management, and professional outcomes.
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- Deliver empathetic, high-quality customer experiences that support customer satisfaction, retention, and advocacy.
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- Analyse customer feedback and complaint trends to identify root causes and drive continuous improvement initiatives.
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- Act as the voice of the customer, helping colleagues and stakeholders better understand the customer journey and its impact.
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- Work collaboratively with other teams to support strong, long-term customer relationships.
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- Handle customer interactions across phone, email, and written channels, aiming for first-contact resolution wherever possible.
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- Proactively identify recurring issues, risks, and trends, escalating where appropriate.
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- Maintain accurate records and reporting within Salesforce and CRM systems in line with internal processes and governance.
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- Balance empathy with commercial awareness to deliver fair outcomes for both the customer and the business.
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Required Skills & Experience

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- Minimum of 2 years' experience in a senior Customer Experience, Customer Success, Client Relations, or Complaints Resolution role (or similar).
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- Experience working within a B2B customer service or relationship management setting.
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- Proven experience handling customer complaints, complex case management, and customer interactions across phone, email, and written channels.
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- Experience managing customer cases from investigation through to resolution, ensuring accurate documentation, timely communication, and positive customer outcomes.
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- Excellent written and verbal communication skills, with the ability to build trust and manage stakeholders effectively.
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- Strong analytical, problem-solving, and decision-making skills, with the ability to deliver balanced, commercially aware complaint outcomes.
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- Experience using customer feedback and insight to drive service improvements and enhance customer experience.
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- A proactive, empathetic, and customer-focused mindset.
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- Experience using CRM systems (preferably Salesforce) and Microsoft Office applications.
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Required Skills & Experience

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- Knowledge of ISO9001, ISO20000, ITIL, or service management best practices.
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- Experience within telecommunications, MSP, or technical IT service environments.
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- Experience supporting service delivery, provisioning, or technical customer issues.
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- Experience contributing to customer retention or customer experience improvement initiatives.
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📌 Client Relationship Advisor (India)
🏢 iConsultera
📍 India