Customer Experience Advisor
Job Description

Overall purpose of the job:

We’re looking for a proactive and customer-focused Client Relations Advisor to help deliver exceptional customer experiences and strengthen long-term customer relationships.
As a key voice of the customer within the business, you’ll play an key role in customer retention by managing customer feedback, complaints, and service-related enquiries with empathy, professionalism, and commercial awareness.
You’ll turn customer insight into meaningful improvements, helping us continually evolve our customer experience.
Our team are the ‘go-to experts’ that our colleagues and customers turn to when they need support most.
We pride ourselves on resolving issues with care and confidence while creating loyal customer advocates through every interaction.
Key responsibilities for this job:

Manage customer queries, complaints, SLA credits, billing enquiries, and service-related issues.
Take ownership of customer complaints and cases through to resolution, ensuring timely communication, accurate case management,



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

📌 Customer Experience Advisor (Thiruvananthapuram)
🏢 IQMatrix Infoways Solutions
📍 Thiruvananthapuram