Bilingual Customer Service Agent

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

At Iron Mountain, we protect what our clients value most, from the everyday to the extraordinary. We create customer value worldwide with a passion for preserving the physical, transforming the digital, and respecting the environment. We are pioneers in the global records and information management industry and have established some of the best customer relationships in the industry, with 95% of Fortune 1000 companies among our 225,000 loyal customers. Here, you will bring your experience and creativity to a workplace that thrives on continuous improvement. Here you will be part of a global workforce that embraces our differences. And here you will be encouraged to climb higher for the benefit of our customers and each other. There is much more, but that is enough. We can't wait to meet YOU.

At Iron Mountain, we protect what our clients value most, from the everyday to the extraordinary, while helping them connect the physical and digital worlds. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that not only accepts the exceptional, but creates the exceptional.

ABOUT THIS OPPORTUNITY:

We are looking for a dynamic, customer-oriented professional to join our customer retention team at a leading multinational company. The ideal candidate must have experience in bilingual customer service, B2B client management, administrative roles, and additionally, experience in retention and sales. Must have advanced proficiency in digital tools.

RESPONSIBILITIES:

• Handle inquiries and resolve incidents via phone calls, emails, and real-time chat.
• Manage customer retention processes, identifying opportunities to maintain and retain the portfolio.
• Perform sales activities, promoting products and services to corporate clients (B2B).
• Provide customer support and follow-up, ensuring effective communication in both languages.
• Perform administrative tasks related to customer management and operational support.
• Efficiently use Microsoft Office tools (Word, Excel, Outlook) and Google Workspace (Gmail, Docs, Sheets).
• Document and record relevant information in internal systems.
• Collaborate with other departments to maximize customer satisfaction and achieve commercial objectives.
• Intermediate/advanced proficiency in Google Spreadsheets / Excel.

QUALIFICATIONS

• Academic high school diploma.
• Advanced English at conversation, reading, and writing level, essential. (B2+ and above).
• Minimum 1 year of experience in Customer Service and/or Call center areas.
• Desirable training related to process management, improvement, and administration.
• High analytical capacity.
• Good command of office tools and excellent writing skills.
• Excellent communication and teamwork skills.
• Able to work in changing, challenging, and high-pressure environments.
• Focused on the customer's voice and journey experience with the company, ensuring the value proposition is met.
• Passionate about service, with a genuine interest in understanding and identifying customer needs and effectively seeking their satisfaction.
• Proven experience in bilingual sales and customer retention in the USA (Spanish and English), desirable if you have B2B experience.
• Previous experience in administrative roles.
• Proficiency in Microsoft and Google tools.
• Commercial skills: objection handling, negotiation, and sales closing.
• Analytical capacity to interpret retention and sales performance metrics and KPIs.
• Customer orientation and skills to build lasting relationships.
• Proactivity and autonomy to identify opportunities for improvement and growth.
• Excellent verbal and written communication in both languages.
• Advanced proficiency in CRM systems (e.g., SalesForce, Service Now, Zendesk) and multichannel communication platforms.
• Ability to work under pressure and meet established objectives and goals.

WHAT WE OFFER YOU?

• 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.
• Workday 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