Job descriptionJob Title: Client Relationship Advisor Job Location: Ahmedabad, Gujarat, India, Working hours: UK office hours 1:30 PM to 10:00 PM (Monday through Friday) Role Overview - To be responsible for maintaining and delivering the highest possible level of customer service, always delivering above and beyond their expectations. - To ensure that, where possible, all customer enquiries (non-technical) and complaints are resolved to the customer’s satisfaction. - To act as the ‘voice of the customer’ within Client, providing valuable customer insight to the business to drive continual service improvement. - To demonstrate the Client's core values of Personal Responsibility in Delivering Excellence. Key Responsibilities - 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 business. Required Skills & Experience - Minimum of 2 years’ experience in a senior Customer Experience, Customer Success, Client Relations, or Complaints Resolution role (or similar). - Experience working within a B2B customer service or relationship management environment. - Proven experience handling customer complaints, complex case management, and customer interactions across phone, email, and written channels. - Experience managing customer cases from investigation through to resolution, ensuring accurate documentation, timely communication, and positive customer outcomes. - Excellent written and verbal communication skills, with the ability to build trust and manage stakeholders effectively. - Strong analytical, problem-solving, and decision-making skills, with the ability to deliver balanced, commercially aware complaint outcomes. - Experience using customer feedback and insight to drive service improvements and enhance customer experience. - A proactive, empathetic, and customer-focused mindset. - Experience using CRM systems (preferably Salesforce) and Microsoft Office applications. Required Skills & Experience - Knowledge of ISO9001, ISO20000, ITIL, or service management best practices. - Experience within telecommunications, MSP, or technical IT service environments. - Experience supporting service delivery, provisioning, or technical customer issues. - Experience contributing to customer retention or customer experience improvement initiatives.
