Customer Care Specialist

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.

Iron Mountain are currently recruiting for a Customer Care Specialist to join our team in Livingston.

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Job Summary

Providing exceptional customer service within the UKIN Customer Care Department. Working closely with all business functions, investigating and resolving customer issues and level 2 enquiries/processes in accordance with service level agreements and performance metrics (KPI’s).

Overall Key Accountabilities

• 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 business area where first touch resolution is not possible.
• Liaising with the wider Care teams to support the resolution of customer queries in a timely and professional manner.
• 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.
• Maintain a wider business/commercial awareness
• Subject Matter Expert – using your experience and knowledge on all products and processes
• Maintain extensive product knowledge
• Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where required.
• Effective case management in adherence with agreed SLA’s
• Ensure accurate data capture/reporting for both internal and external stakeholders
• Builds effective customer relationships

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
• Makes decisions within established guidelines
• Ensure that customer requirements are resolved in accordance with SLA and performance metrics.

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.

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.

Requisition: J0048906

Category: Customer Support

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