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.

Job Summary

Provides timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound contact/service center, consistent with service and quality standards. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information.

Job Level

Requires full proficiency gained through job-related training and considerable on-the-job experience to perform a range of tasks

Works with a limited degree of supervision within established procedures, regularly provides guidance to others.

ABOUT THIS OPPORTUNITY:

Attend 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 ensure continuity of excellent service.
• Prioritize complaints and incidents reported by clients, acting with a sense of urgency, and maintaining traceability from beginning to end.
• Train, coach, and guide clients remotely on Iron Mountain's service interaction, fostering high levels of service experience that efficiently and effectively support their business processes.
• Coordinate and establish efficient interaction with the different operations and business areas of the company, allowing for 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
• Advanced English at conversation, reading, and writing level, essential. (B2+ onwards)
• Minimum 1 year experience in Customer Service and/or Call center areas.
• Desirable training related to process management, improvement, and management.
• High analytical capacity
• Good command of office tools and excellent writing
• 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.

WHAT DO WE OFFER YOU?

• Be part of a constantly evolving global organization 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-person workdays.
• Technology equipment and accessories for the development of assigned tasks.
• Professional development and growth opportunities.