Thailand Country CARE Leader

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 Purpose: Responsible for facilitating ownership of customer service excellence throughout Iron Mountain

Job Responsiblities:

• Ensure that all staff have a clear understanding of the company’s vision and goals for Customer Service Excellence, and of their organization’s respective contribution
• Develop and deploy customer service strategy including characterization of strategic customer segments and implications for charters and roles, and systematic collection and application of customer service insights for strategic advantage and growth
• Coordinate the various roles associated with customer service management throughout the Cluster, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touch-points
• Standardize customer care processes and workflows for better efficiency and effectiveness
• Centralize decision-making and leadership
• Promote automation to manage resources better
• Optimize resources and knowledge throughout the Cluster
• Establish and roll out a customer service maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve
• Develop an efficient portfolio of customer service insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer service for each segment, a delightful service for participants, and reports that compel strategic action systematically across the Cluster
• Leads and directs the Customer Service, Customer CARE, and Customer Experience Teams, responsible for creating a central Care office, people, equipment, permanent and temporary workforce, and individual and collective performance of the team. Manages resources so that all customers are served even in times of system change and crisis such as BCP events
• Develop and implement best practices with a fully integrated, centralized, documented issue resolution and escalation process. Implement communication processes between internal Departments to provide an outstanding experience for all customer contact points in the business
• Improve web penetration by managing the business’s web interfaces with the customers including a web help desk, web training, web promotions, and web rollout projects with customers
• Managing people and ensuring good job fit
• Develop, train, coach, and motivate staff to achieve a high productivity level to realize the Company’s vision
• Ensure compliance to policies and procedures relating to ISO and audit standards, in the conduct of departmental activities to observe the Quality Management System and for continual improvement
• To perform other responsibilities and duties that may be assigned from time to time

Requirements:

• Possess qualification in quality management will be an added advantage Experience
• Proven track record of high performance at the management level
• Experience in change management and multi-department issue resolution processes
• Proven ability to contribute and work in a self-managed team environment
• Experience in a business-to-business customer service environment is an advantage
• Previous exposure to customer satisfaction surveys is preferred
• External or internal audit experience Skills and Knowledge
• Customer service skills, customer empathy, and objection resolution
• Google Suite/Microsoft Office
• Presentation and communication skills both verbal and written
• Technology savvy