Customer Care Team Leader
Job Description
- Experience in team and/or project leadership.
- Monitor daily activities of the Customer Care team.
- Provide guidance to the team, acting as an expert in processes, systems, and procedures.
- Evaluate team performance metrics to generate plans and strategies for service improvement.
- Provide support in resolving cases requiring specific attention to ensure resolution and excellent service.
- Play a relevant role in the development and growth of team members.
- Technical training in administrative careers or university education in progress (at least 5th semester).
- More than 3 years of experience in customer service.
- Advanced English at conversation, reading, and writing level.
- Negotiation skills, customer focus, and ability to implement initiatives for an excellent customer journey.
- Vocation for service and passion for understanding customer needs.
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.
ABOUT THIS OPPORTUNITY
At Iron Mountain, we protect, unlock, and expand the value of our clients' information and assets throughout their lifecycle. Do you want to be part of a company trusted by more than 225,000 organizations globally? This is your opportunity.
As a Team Leader in our Customer Care (Closures) team, you will act as a Subject Matter Expert in the area's processes, advising and guiding an assigned team of Customer Care Agents in the daily tasks involved in customer service and support.
KEY RESPONSIBILITIES
- Monitor the daily activities of the Customer Care team.
- Provide guidance to the team, acting as an expert in the processes, systems, and procedures of the area.
- Evaluate team performance metrics to generate plans and strategies focused on sustaining and improving service indicators.
- Provide support in resolving cases that require specific attention and/or treatment, to ensure their resolution and maintain excellent service.
- Play a relevant role in the development and growth of team members, promoting the development of skills and knowledge.
REQUIREMENTS
- Completed technical training in administrative careers or ongoing university education (essential schedule availability, as well as being in at least the 5th semester of training).
- More than 3 years of experience in customer service. Experience in team and/or project leadership is desirable.
- Advanced English at conversation, reading, and writing level, indispensable.
- Negotiation skills, as well as customer focus and implementation of initiatives aimed at building an excellent customer journey.
- Vocation for service, as well as passion for understanding and identifying customer needs and actively seeking channels for their satisfaction.
