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Job Summary

• Providing exceptional customer service within the Customer Care Department. Being the first point of contact for all customer enquiries, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction.

• Answering customer telephone enquiries, liaising with all departments and investigating customer issues.

• Processing orders received by phone, fax or email whilst aspiring to deliver an excellent service in accordance with service level agreements and performance metrics (KPI’s).

Your role in our mission:

• Through incoming customer emails, provide information about services, update customer details as requested, provide inventories and dispatch Salesforce cases to appropriate department. First touch issue resolution - owning and investigating customer generated issues across all IM products, use critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant IM Department where first touch resolution is not possible.

• Liaising with the in country team to support the resolution of customer queries in a timely and professional manner.

• Promote a ‘customer first’ approach to all activities carried out.

• Ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas.

• Promote the Iron Mountain brand and value proposition.

• Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.

• Effective case management in adherence with agreed SLA’s.

Valued skills and experience:

• Fluent level of English and German.

• Good written and oral communication skills.

• Good interpersonal skills.

• Flexible and customer first team player.

• Computer literate – Microsoft Office/G Suite.

• Thorough investigative skills.

• Sound analytical skills.

• Confident in multi-tasking.

• Sound experience in a contact center, customer services environment or administrative background.

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing.

• Embrace Flexibility: Experience the freedom of remote work, enabling a harmonious work-life balance.

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0074735