Customer Care Representative (12 month fixed term)

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre 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 225000 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 lets start the conversation.

Job Summary
Providing exceptional customer service within the UKIN 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 (KPIs).

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 Care team or relevant IM Department where first touch resolution is not possible.

• Liaising with the Shared Service Centre team to support the resolution of customer queries in a timely and professional manner including but not limited to:

• Email and fax order processing the keying of manual orders on to our internal systems in a timely and accurate manner;

• Email and fax indexing the process of signposting email and fax traffic that arrives within the department to a specific area

• Telephone & Email Callbacks and Service Advice proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service

• Generate bespoke orders over multiple systems ensuring accuracy and effective communication with both internal and external customers

• Review audit reports received from third party suppliers and convert information to be accepted by IRM systems

• Provide support to IRM teams ITAD Partners and clients relating to ITAD requests/services

• Generate quotes on behalf of the IRM Commercial team to be issued to the prospective and existing clients

• Creation of orders to service ITAD client requests on receipt of a signed quote

• Liaise with other IRM teams to ensure that all services are completed accurately and without any issue

• Attend calls with IRM teams and clients where required to discuss requirements and queries relating to our ITAD service

• Accurate reporting on all quotes/orders being created including revenue and margins

• 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 proactive 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.

• To carry out other duties deemed necessary by Iron Mountain management within the wider function.

• Liaising with customer and internal teams across multiple European countries Translation tools will be provided.

General Accountabilities

• Develop and maintain an indepth knowledge of relevant IM process and procedures

• Liaise closely with regional districts customer teams customer care management and other Iron Mountain functions across Europe.

• 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 customers assets as if they were our own.

Why You Should Apply

You may know Iron Mountain as a storage company but were so much more than that especially on the inside! Weve worked hard to create an inclusive workplace culture where people genuinely care about and support one another. Despite our global presence Mountaineers are a tightknit community and wed love for you to join us! We offer a generous benefits package including paid time off supplement health programs retirement plans a comprehensive employee assistance program flexible work arrangements and more. At Iron Mountain we value the unique backgrounds and experiences that individual team members contribute to our culture. To that end we encourage you to apply even if you dont meet the exact qualifications listed above. Dont miss this incredible opportunity to be part of an everevolving global organisation focused on transformation and innovation.