Customer Excellence Representative

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.

What Youll Do

• Deliver Customer Resolution: Serve as the primary point of contact via phone and email to investigate troubleshoot and resolve customer enquiriesincluding billing order management and digital platform supportdelivering efficient end-to-end solutions on first contact whenever possible.
• Collaborate Cross-Functionally: Partner closely with internal Customer Excellence teams regional district teams and management to resolve complex disputes streamline communication and support collections processes.
• Maintain Compliance and Performance: Ensure all incoming requests are accurately processed in alignment with Standard Operating Procedures and agreed Service Level Agreements proactively escalating at-risk items to management.

What Youll Bring

• Demonstrated Experience: Experience in a customer service contact center or client support role handling multi-channel enquiries (phone and email).
• Technical Expertise: Strong knowledge of customer service processes digital platform support and basic invoice or account management administration and Computer Knowledge
• Proven Skills: Proven ability in critical thinking root-cause problem solving clear communication and managing customer disputes with a professional and empathetic approach.
• Flexibility: Ability to work flexible shifts to support business needs and customer schedules.

What We Offer

• Location: Cape Town
• Compensation: Competitive compensation and benefits aligned with experience.
• Paid Time Off: Generous holiday and paid time off allocation.
• Growth: Continuous learning and professional development opportunities.

Apply Now