IT Client Communication Advisor Needed

- This is a full time position. If you're already working as a full time employee, kindly do not apply. - AI generated responses won't get a reply. - No companies / agencies, open to only individual candidates. - Applicants must be a resident of India. - Remuneration: 70-80k INR per month. Hours: UK working hours Job requirements: • We’re looking for a proactive and customer-focused Client Relations Advisor to help deliver exceptional customer experiences and strengthen long-term customer relationships. • As a key voice of the customer within the business, you’ll play an important role in customer retention by managing customer feedback, complaints, and service-related enquiries with empathy, professionalism, and commercial awareness. • You’ll turn customer insight into meaningful improvements, helping us continually evolve our customer experience. • Our team are the ‘go-to experts’ that our colleagues and customers turn to when they need support most. • We pride ourselves on resolving issues with care and confidence while creating loyal customer advocates through every interaction. Key responsibilities for this job: • 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. • Analyze 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. Knowledge and experience required: Professional Experience: • Minimum of 3 years’ experience in a 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. Desirable knowledge and experience required: • 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.