Job 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.
