EntryFull TimeEN
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.
With our history of reinvention, discovering new ways to help our customers and our people is always on our agenda. Explore different career possibilities to develop your skills and knowledge. We believe everyone has the potential to uncover new ways of thinking, new approaches to solving problems and to grow in this exceptional business.
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 a world-class service in accordance with service level agreements and performance metrics (KPI’s).
Key Accountabilities
● Through incoming customer phone calls and emails, provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
● 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 Excellence team or relevant IM Department where first touch resolution is not possible.
● **Where Applicable**Liaising with the our Global Hub teams to support the resolution of customer queries in a timely and professional manner, including but not limited to:
● Email order processing - the keying of manual orders on to our internal systems in a timely and accurate manner;
● Email indexing - the process of signposting email traffic that arrives within the department to a specific area
● Telephone & Email Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service
● Service customer queries via Live Web Chat (when applicable)
● Provide technical support for online self-serve enquiries (when applicable)
● Communicators - internal tracking process to resolve customers enquiries
● Outbound calls - contacting customers to discuss any information related to their order requirements and enquiries
● Maintain a comprehensive product knowledge
● To promote a ‘customer first’ approach to all activities carried out.
● To 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
● To carry out other duties deemed necessary by Iron Mountain management within the wider function.
General Accountabilities
● Develop and maintain an in-depth knowledge of relevant IM process and procedures
● Liaise closely with regional districts, customer teams, customer care management and other Iron Mountain functions
● Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs
● Complete all work to a high quality and exceed levels of customer satisfaction
● Ability to work shifts needed to support customer and business needs.
Key Behaviours
● A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues, able to adapt to change and flexible in approach. Have pride in personal appearance / image, and seek to be professional in all dealings with colleagues and customers
● Promote Inclusion and Team work - A team player who shows respect for customers and colleagues at all times, pragmatic in approach and able to demonstrate good work ethics during all interactions in a fair and consistent manner
● Act with Integrity - A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity
● Take Ownership - Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution
● Build Customer Value - Must have the tenacity and confidence to challenge the current thinking or trends to influence the success of the team whilst ensuring the customer is at the heart of everything we do
● Own Safety and Security – Protect ourselves and each other from harm and secure our customer’s assets as if they were our own.
● Language Knowledge: French Proficiency
