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 stor y while evolving your skills in a culture that will welcome your unique contributions If so, let's start the conversation.
Job Summary
Iron Mountain is seeking a
motivated and detail-orientedAssociate Service Management (Customer Excellence) to join our
Customer Excellence team. In this role, you will be responsible for delivering high-quality customer support by managing service requests, ensuring Service Level Agreement (SLA) adherence, and driving a seamless customer experience.
About the Team: You will join a proactive team dedicated to accurate case handling and continuous improvement in service delivery to ensure our customers receive world-class support.
What You'll Do
In this role, you will:
- Responsibility 1: Manage and resolve customer requests and issues by performing detailed analysis to determine the correct resolution path, ensuring all cases are accurately categorized and routed within defined Service Level Agreements (SLAs).
- Responsibility 2: Collaborate with cross-functional teams, such as Onboarding, Billing, and Amendments, to ensure timely resolution of complex queries while maintaining clear and professional communication with customers.
- Responsibility 3: Ensure compliance with organizational standards and quality requirements by maintaining high levels of data accuracy in all systems and proactively monitoring queues to avoid service breaches.
What You'll Bring
The ideal candidate will have:
- 02 years of experience in customer service, service management, or a shared services environment (freshers are welcome to apply).
- Strong knowledge of Customer Relationship Management (CRM) tools, such as Salesforce, and a basic understanding of case management workflows.
- Proven ability in analytical problem-solving, managing multiple tasks simultaneously, and prioritizing workloads in a fast-paced environment.
- A Bachelor's degree in any discipline.
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 [Confidential Information]. 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: J0099897
