Job Description
- Training related to process management, improvement, and management.
- Manage responses to internal and external clients through efficient case administration via CRM Service Cloud.
- Provide service and support in resolving account closure cases.
- Prioritize customer complaints and incidents with urgency and maintain traceability.
- Train and guide clients remotely on Iron Mountain service interaction.
- Coordinate with operations and business areas for collaborative work.
- Promote new technologies defined by the company.
- Academic Bachelor's degree.
- Minimum 1 year experience in Customer Service or Call Center.
- High analytical capacity.
- Good command of office tools and excellent writing skills.
- Excellent communication and teamwork skills.
- Ability to work in changing, challenging, and high-pressure environments.
- Customer-centric approach, passionate about service.
- Be part of a global organization focused on transformation and innovation.
- A support system for expressing opinions and sharing feedback.
- Global connectivity to learn from over 26,000 teammates in 52 countries.
- Be part of a winning team that embraces diversity and inclusion.
- Competitive Total Reward offers to support your career, family, personal well-being, financial well-being, and retirement.
- Hybrid work schedule (Monday to Friday, remote with occasional office presence).
- Transportation service (from Portal 80 to the office and back) for in-office workdays.
- Technology equipment and accessories for assigned tasks.
- Professional development and growth opportunities.
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:
Responsible for providing timely customer support through various channels such as phone, email, and chat. The main function includes the resolution of routine and complex problems, and the effective communication of solutions. This position also requires the ability to analyze customer needs and refer them to appropriate departments for follow-up. The candidate is expected to use customer relationship management applications to record activities and research product information.
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 continuity and service attention.
- Provide service and support in resolving account closure cases, to ensure their resolution and provide continuity to a service of excellence.
- 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 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, allowing collaborative work, impacting the excellence of service experience for our clients.
- Promote new technologies defined by the company, taking advantage of recurring instances of client contact.
QUALIFICATIONS
- Academic Bachelor's degree
- Minimum 1 year experience in Service or Customer Service areas and/or Call center.
- Desirable training related to process management, improvement, and management.
- High analytical capacity
- Good command of office tools and excellent writing skills
- 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, 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?
- Be 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 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-office workdays.
- Technology equipment and accessories for assigned tasks.
- Professional development and growth opportunities.
Category: Customer Support
