Client Relationship Advisor

iConsultera; Ahmedabad District; On-site; INR 400,000 - 640,000; Full time

Job summary

iConsultera in Ahmedabad, Gujarat, India, seeks a customer experience professional to maintain high service levels, resolve enquiries, and be the voice of the customer to drive improvements. You will handle non-technical queries and complaints with empathy and clarity, ensuring every interaction reflects our standards of excellence.

The role requires 2+ years in CX or related fields, B2B support experience, strong communication, and Salesforce/MS Office proficiency.

Qualifications

• 2+ years in a senior Customer Experience/Customer Success/Client Relations or Complaints Resolution role (or similar).
• Experience in 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 documentation and timely communication.

Responsibilities

• Manage customer queries, complaints, SLA credits, billing enquiries, and service-related issues.
• Take ownership of customer complaints and cases through to resolution, with timely communication and professional outcomes.
• Deliver empathetic, high-quality customer experiences that support satisfaction, retention, and advocacy.
• Analyze customer feedback and complaint trends to identify root causes and drive improvements.
• Act as the voice of the customer to help colleagues understand the customer journey and impact.
• Collaborate with other teams to support strong, long-term customer relationships.
• Handle customer interactions across phone, email, and written channels, aiming for first-contact resolution.
• Proactively identify recurring issues and risks, escalating when appropriate.
• Maintain accurate records and reporting within Salesforce and CRM systems.
• Balance empathy with commercial awareness to deliver fair outcomes for customers and business.

Skills

Customer experience

Complaint resolution

B2B support

Case management

Communication skills

Salesforce

MS Office

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.