Client Relationship Advisor

iConsultera Private Limited; Ahmedabad District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

iConsultera Private Limited is seeking a Customer Experience professional to maintain and deliver high levels of service across non-technical inquiries and complaints. The role emphasizes ownership, empathy, and driving improvements through customer insight.

Responsibilities include handling queries via phone, email, and written channels, ensuring timely resolution, and collaborating with teams to strengthen long-term customer relationships.

Qualifications

• 2+ years in a senior CX/Client Relations/Complaints role or similar.
• Experience in B2B customer service or relationship management.
• Proven experience handling customer complaints and complex cases across channels.
• Documentation and timely communication to achieve positive outcomes.
• Excellent written and verbal communication, with stakeholder management.

Responsibilities

• Manage customer queries, complaints, SLA credits, billing inquiries, and service issues.
• Own cases through to resolution with timely, accurate updates and professional outcomes.
• Deliver empathetic, high-quality customer 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 about the journey.

Skills

Customer Experience

Complaint Resolution

Stakeholder Management

CRM Systems

Analytical Thinking

Communication Skills

Tools

Salesforce

Microsoft Office

Job description

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.