Client Relationship Advisor

iConsultera; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

iConsultera is seeking a senior Customer Experience professional in Ahmedabad, Gujarat, India, to maintain exceptional service and resolve non-technical inquiries. The role emphasizes delivering above and beyond expectations and acting as the voice of the customer.

You will manage queries across phone, email, and written channels, drive customer satisfaction and retention, and collaborate with cross-functional teams to improve service delivery.

Qualifications

• Minimum 2 years’ experience in a senior Customer Experience, Customer Success, or Complaints Resolution role.
• Experience in a B2B customer service or relationship management environment.
• Proven handling of customer complaints and complex case management.
• Experience documenting cases with timely communication and outcomes.
• Excellent written and verbal communication, with stakeholder management.
• Strong analytical, problem-solving, and decision-making skills.
• Experience using customer feedback to drive service improvements.
• Proactive, empathetic, customer-focused mindset.

Responsibilities

• Manage customer queries, complaints, and billing inquiries via phone, email, and written channels.
• Take ownership of cases through to resolution with timely communication and professional outcomes.
• Deliver empathetic, high-quality experiences to support satisfaction, retention, and advocacy.
• Analyze feedback and trends to identify root causes and drive improvements.
• Act as the voice of the customer to inform colleagues and stakeholders.
• Collaborate with other teams to maintain strong customer relationships.

Skills

Customer experience

Communication skills

Analytical thinking

Problem solving

Empathy

Stakeholder management

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.