Customer Care Associate

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.

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

ABOUT THIS OPPORTUNITY:

Provide support and assistance to our customers from the Customer Care area, executing daily tasks related to customer service and support in accordance with global strategies and standards, delivering an outstanding service experience.

RESPONSIBILITIES:

• Manage responses to internal and external customers in a timely and appropriate manner by efficiently handling cases generated through the CRM Service Cloud platform of the Salesforce suite and other designated service continuity platforms.
• Provide service and support in resolving account closure cases to ensure their resolution and maintain service excellence.
• Prioritize customer complaints and reported incidents, acting with a sense of urgency and ensuring end-to-end traceability.
• Train, guide, and support customers remotely in the interaction with Iron Mountain services, fostering high levels of service experience that effectively support their business processes.
• Coordinate and establish efficient interaction with various company operations and business areas to maintain collaborative work and enhance the service experience for our customers.
• Promote new technologies defined by the company, leveraging recurring customer contact opportunities.

QUALIFICATIONS:

• High school diploma.
• Advanced English proficiency in conversation, reading, and writing is essential (B2+ or higher).
• Minimum of 1 year of experience in customer service, support, or call center roles.
• Preferred background in process management, improvement, and administration.
• Strong analytical skills.
• Proficiency in office tools and excellent writing skills.
• Excellent communication and teamwork skills.
• Ability to work in dynamic, challenging, and high-pressure environments.
• Customer-focused, ensuring an optimal customer journey experience and fulfilling the company's value promise.
• Passion for service, with a genuine interest in understanding and addressing customer needs effectively.

WHAT WE OFFER:

• Be part of a constantly evolving global organization focused on transformation and innovation.
• A supportive system where you have a safe space to express your opinions, share feedback, and be truly authentic.
• Global connectivity to learn from over 26,000 teammates across 52 countries.
• Join a winning team that embraces diversity, inclusion, and differences.
• Competitive Total Rewards packages to support your career, your family, personal well-being, financial security, and retirement.
• Monday to Friday work schedule with a hybrid remote work model (remote and occasional in-office presence).
• Transportation service (from Portal 80 to the office and back) for on-site workdays.
• Technology equipment and accessories for assigned tasks.
• Opportunities for professional growth and career development.

Category: Customer Support