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.
KEY ACCOUNTABILITIES
- Telephone order processing - the keying of telephone orders ensuring all security standards are maintained
- Email order processing - the keying of manual orders on to our internal systems in a timely and accurate manner
- Order queries and issues - liaising with all relevant IM departments to resolve order queries and issues
- Client issue resolution - owning and investigating all customer generated issues across all IM products, ensuring that the customer is continually updated at all stages
- Email indexing - the process of signposting all email traffic that arrives within the department to a specific area
- Callbacks - proactive process for informing customers of unfulfilled orders
- Communicators - internal tracking process to resolve customers enquiries
- Outbound calls - contacting customers to discuss any information related to their order requirements
GENERAL ACCOUNTABILITIES
- Develop and maintain an in-depth knowledge of relevant IM process and procedures
- Liaise closely with regional districts, customer teams, customer service 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
KEY BEHAVIORS
- A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues
- 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
- A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity
- Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution
- 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
- 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
QUALIFICATIONS
- English proficiency
- University or College degree
- Sound experience in a contact center or customer services or administrative background
SKILLS
- Good written and oral communication skills
- Good interpersonal skills
- Flexible and customer first team player
- Computer literate – Google Workspace or Microsoft Office
- Thorough investigative skills
- Sound analytical skills
- Confident in multi-tasking
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.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0067294
