Client Relationship Advisor

<p><b>Job Title: Client Relationship Advisor</b></p><p><b>Job Location: Ahmedabad, Gujarat, India,</b></p><p><b>Working hours: UK office hours 1:30 PM to 10:00 PM (Monday through Friday)</b></p><p><br /></p><p><b>Role Overview</b></p><ul><li>To be responsible for maintaining and delivering the highest possible level of customer service, always delivering above and beyond their expectations.</li><li>To ensure that, where possible, all customer enquiries (non-technical) and complaints are resolved to the customer's satisfaction.</li><li>To act as the 'voice of the customer' within Client, providing valuable customer insight to the business to drive continual service improvement.</li><li>To demonstrate the Client's core values of Personal Responsibility in Delivering Excellence.</li></ul><p><br /></p><p><b>Key Responsibilities</b></p><ul><li>Manage customer queries, complaints, SLA credits, billing enquiries, and service-related issues.</li><li>Take ownership of customer complaints and cases through to resolution, ensuring timely communication, accurate case management, and professional outcomes.</li><li>Deliver empathetic, high-quality customer experiences that support customer satisfaction, retention, and advocacy.</li><li>Analyse customer feedback and complaint trends to identify root causes and drive continuous improvement initiatives.</li><li>Act as the voice of the customer, helping colleagues and stakeholders better understand the customer journey and its impact.</li><li>Work collaboratively with other teams to support strong, long-term customer relationships.</li><li>Handle customer interactions across phone, email, and written channels, aiming for first-contact resolution wherever possible.</li><li>Proactively identify recurring issues, risks, and trends, escalating where appropriate.</li><li>Maintain accurate records and reporting within Salesforce and CRM systems in line with internal processes and governance.</li><li>Balance empathy with commercial awareness to deliver fair outcomes for both the customer and the business.</li></ul><p><br /></p><p><b>Required Skills &amp; Experience</b></p><ul><li>Minimum of 2 years' experience in a senior Customer Experience, Customer Success, Client Relations, or Complaints Resolution role (or similar).</li><li>Experience working within a B2B customer service or relationship management environment.</li><li>Proven experience handling customer complaints, complex case management, and customer interactions across phone, email, and written channels.</li><li>Experience managing customer cases from investigation through to resolution, ensuring accurate documentation, timely communication, and positive customer outcomes.</li><li>Excellent written and verbal communication skills, with the ability to build trust and manage stakeholders effectively.</li><li>Strong analytical, problem-solving, and decision-making skills, with the ability to deliver balanced, commercially aware complaint outcomes.</li><li>Experience using customer feedback and insight to drive service improvements and enhance customer experience.</li><li>A proactive, empathetic, and customer-focused mindset.</li><li>Experience using CRM systems (preferably Salesforce) and Microsoft Office applications.</li></ul><p><br /></p><p><b>Required Skills &amp; Experience</b></p><ul><li>Knowledge of ISO9001, ISO20000, ITIL, or service management best practices.</li><li>Experience within telecommunications, MSP, or technical IT service environments.</li><li>Experience supporting service delivery, provisioning, or technical customer issues.</li><li>Experience contributing to customer retention or customer experience improvement initiatives.</li></ul><img src="https://www.jobg8.com/Tracking.aspx?CZf80o6naHYkW4Tzs3nH0NVwoBRjjpa8u" width="0" height="0" />