IT Client Communication Advisor Needed
Budget / Salary₹60,000–80,000
TypeFreelance project
LocationRemote
Posted2 hours ago
- 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.
- 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.
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