Associate Care

Introduction

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to elevate the power of your work for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

ABOUT THE OPPORTUNITY…

The Global Finance Organization’s five functional areas report to the Chief Financial Officer. Our mission is to protect value through maintenance of a robust audit, control, and accounting environment; to deliver value through customer-focused, efficient finance transactions processes; to create value through proactive performance management, appropriate capital allocation, insightful analysis, tax and treasury optimization, and effective business development; and to promote value through high quality investor information and communication. Global Finance’s functional areas include Global Accounting, Business Partners (Global Records and Information Management (RIM) and Global Luxury Entertainment Arts Management (GLEAM), Data Center Finance, Corporate Finance, and Investor Relations.

ABOUT THIS OPPORTUNITY:

Serve and support our clients from the Customer Care area, executing daily tasks that involve customer service and support according to global strategies and standards, delivering an extraordinary service experience.

RESPONSIBILITIES:

• Manage responses to internal and external clients, in a timely manner, through the efficient administration of cases generated through the CRM Service Cloud platform of the Sales Force suite and those defined for service continuity and attention.
• Provide service and support in resolving account closure cases, to ensure their resolution and provide continuity to an excellent service.
• Prioritize complaints and incidents reported by clients, acting with a sense of urgency, and maintaining end-to-end traceability.
• Train, coach, and guide clients remotely, in the interaction of Iron Mountain service, promoting the generation of high levels of service experience, which allow efficient and effective support for their business processes.
• Coordinate and establish efficient interaction with the different operations and business areas of the company, which allow maintaining collaborative work, impacting the excellence of service experience for our clients.
• Promote new technologies defined by the company, taking advantage of recurring client contact instances.

QUALIFICATIONS

• Academic Bachelor
• Minimum 1 year of experience in Service or Customer Service areas and/or Call center.
• Desirable training related to process management, improvement, and management.
• High analytical capacity
• Good handling of office tools and excellent writing
• Excellent communication and teamwork skills.
• Able to work in changing, challenging, and under pressure environments
• Focused on the customer's voice and journey experience with the company, so that the value proposition is met.
• Passionate about service, with a genuine interest in understanding and identifying customer needs and effectively seeking their satisfaction.

WHAT WE OFFER?

• Be part of a global organization in constant evolution focused on transformation and innovation.
• A support system where you have a safe place to express your opinion, share feedback, and be truly authentic.
• Global connectivity to learn from more than 26,000 teammates in 52 countries
• Be part of a winning team that embraces diversity, inclusion, and our differences
• Competitive Total Reward offers to support your career at Iron Mountain, your family, your personal well-being, your financial well-being, and your retirement.
• Work schedule from Monday to Friday under the hybrid modality of Autonomous Telework (Remote and occasional in-office presence).
• Transportation service (from Portal 80 to the office and back) for in-office workdays.
• Technology equipment and accessories for the development of assigned tasks.
• Professional development and growth opportunities.

Category: Customer Support