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1 year fixed term contract, full time hours, must be available to work in office at Bangphli Samut Prakan

The Job

Provides timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound contact/service center, consistent with service and quality standards. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information. Requires advanced skills and expertise in a variety of work processes or activities. Generates new and innovative solutions to complex problems. Works autonomously within established procedures and practice.

The Responsibilities

• Respond to customer inquiries via telephone, email, or website chatbot with a commitment to quality and service standards

• Managing customer’s questions and feedbacks

• Handle routine and complex customer issues, providing clear solutions and expert guidance

• Analyze customer needs and coordinate with other departments for advanced solutions

• Utilize customer relationship management (CRM) tools and databases to track and research customer interactions

• Operates and manages Iron Mountain Thailand Case Management System:

• i) Citrix/Salesforce.com (SFDC)

• ii) Ensure timely lodgement; follow up actions, analysis and communication with all Iron Mountain Thailand departments and clients

• Manage, track and resolve all requests raised by customers

• Ensure all information provided in the Case Management System and to other departments is accurate and precise

• All communication is recorded and captured in Case Management System Billing Matters

• New Rates Entry/Updating of Rates

• New Onboarding/Account Creation

• Update of Account Details Others

• Continuously review and suggest improvements to processes, practices and procedures that positively impact our customer experience

• Work with line manager or other department heads (where applicable) to implement improved processes to continually improve service levels in the department

• Provide timely and accurate reports to Head of Department (HOD)

• Manage and track reports & dashboards in Case Management Systems

The Person

• At least 3 years of experience in Sales Coordination and Customer Service roles, with a technical background

• Strong service-minded attitude with a calm and patient demeanor

• Proven ability to handle and coordinate complex tasks efficiently

• Proficiency in English, both spoken and written

• Experience with Salesforce and Citrix is a must

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: J0075949