Customer Care Associate III

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 stor​y 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.

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 client relationships in the industry, with 95% of Fortune 1000 companies among our 225,000 loyal clients. Here, you will bring your expertise 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 clients and each other. There's much more, but that's 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:

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 traceability from beginning to end.
• Train, coach, and guide clients remotely, in the interaction of Iron Mountain's 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 the new technologies defined by the company, taking advantage of recurring customer contact instances.

QUALIFICATIONS

• Academic Bachelor's degree
• Advanced English at conversation, reading, and writing level, essential. (B2+ onwards)
• Minimum 1 year of experience in Customer Service and/or Call Center areas.
• 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.
• Capable of working in changing, challenging, and high-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?

• Being 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 over 26,000 teammates in 52 countries
• Being 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.
• Monday to Friday work schedule under a hybrid autonomous telework model (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.