Client Relationship Advisor

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.