IQMatrix Infoways Solutions Pvt Ltd
Website:
iqmatrix-solutions.com
Job details:
Customer Experience Advisor
Job Description
Overall purpose of the job:
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.
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.
Knowledge and experience required:
Minimum of 2 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.
Click on Apply to know more.
