Mid-level Relationship Analyst
Job Description
- Responsible for receiving demands, providing information, clarifying customer doubts, solving problems, and receiving complaints about products or services offered by the company.
- Identify the area or department involved in the solution process and transfer the demand to whoever can best help the customer, tracking each process until the final solution.
- Perform service through any channel (in-person, phone, email, chat, etc.) with a high level of quality and always seeking customer satisfaction and agility in processes.
- Provide support in different operating systems used, generate service orders, purge orders, permount, register and recover system logins.
- Organize and plan integrated action between operational areas, communicating about emergency or scheduled service, with the aim of meeting the contractual SLA.
- Receive complaints, criticisms, compliments, or suggestions, conduct research, perform customer registration and update services, always with all necessary information for handling each demand.
- Register customer requests and complaints, received through any channel, in Service Cloud, monitoring the service until its completion.
- Completed Higher Education
- Good communication
- Advanced understanding of operational routine
- Hands-on and collaborative profile
- Be part of a constantly evolving global organization focused on transformation and innovation.
- Global connectivity to learn from over 26,000 colleagues located in over 52 countries.
- Be part of a company that embraces diversity, inclusion, and our differences.
- Competitive benefits and compensation package, with programs that promote personal well-being, professional growth, and quality of life.
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.
We are looking for a professional responsible for handling customer demands received through any service channel, with the objective of solving the exposed problem or providing information regarding the doubt that led the customer to contact the company.
Customer and user service involves providing specialized technical services, following planned routines and scripts, and monitored and controlled quality and productivity standards to ensure complete customer satisfaction.
Main Responsibilities
- Responsible for receiving demands, providing information, clarifying customer doubts, solving problems, and receiving complaints about products or services offered by the company;
- Identify the area or department involved in the solution process and transfer the demand to whoever can best help the customer, tracking each process until the final solution;
- Perform service through any channel (in-person, phone, email, chat, etc.) with a high level of quality and always seeking customer satisfaction and agility in processes;
- Provide support in different operating systems used, generate service orders, purge orders, permount, register and recover system logins;
- Organize and plan integrated action between operational areas, communicating about emergency or scheduled service, with the aim of meeting the contractual SLA;
- Receive complaints, criticisms, compliments, or suggestions, conduct research, perform customer registration and update services, always with all necessary information for handling each demand.
- Register customer requests and complaints, received through any channel, in Service Cloud, monitoring the service until its completion:
Required Competencies
- Completed Higher Education
- Good communication
- Advanced understanding of operational routine;
- Hands-on and collaborative profile
What we offer
- Be part of a constantly evolving global organization focused on transformation and innovation
- Global connectivity to learn from over 26,000 colleagues located in over 52 countries
- Be part of a company that embraces diversity, inclusion, and our differences
- Competitive benefits and compensation package, with programs that promote personal well-being, professional growth, and quality of life
Category: Customer Support
