Client Relationship Advisor

iConsultera Private Limited; Ahmedabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

iConsultera Private Limited in Ahmedabad is seeking a Senior Customer Experience professional to help ensure the highest level of service. You will resolve non-technical inquiries and complaints, acting as the voice of the customer to drive continual service improvement.

You will own cases from investigation to resolution, collaborate across teams, and use Salesforce to maintain accurate records, balance empathy with commercial awareness, and contribute to long-term customer relationships.

Qualifications

• Minimum 2 years’ experience in senior CX/CS/Client Relations or similar.
• Experience in a B2B customer service environment.
• Proven handling of customer complaints and complex cases across channels.
• Experience documenting investigations through to resolution with timely communication.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Manage queries, complaints, SLA credits, billing enquiries and service issues.
• Own complaints through resolution with timely, professional outcomes.
• Deliver empathetic customer experiences to support satisfaction, retention and advocacy.
• Analyze feedback and trends to drive continuous improvement.
• Act as voice of the customer to inform business decisions.
• Collaborate with other teams to maintain strong relationships.
• Handle interactions across phone, email and written channels; aim for first-contact resolution.
• Identify recurring issues and escalate where appropriate.
• Maintain records in Salesforce and CRM systems per governance.

Skills

Customer service

B2B experience

Complaint handling

CRM Salesforce

Communication skills

Analytical thinking

Tools

Salesforce

Microsoft Office

Job description

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.