Job Information
Iron Mountain Customer Care Representative in Aspropyrgos, Greece
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.
About The Opportunity
The successful candidate will be responsible for providing exceptional customer service within the 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 (KPI’s).
You'll Get
● 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.
● 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 Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service
● Provide technical support for online self-serve enquiries
● 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 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.
● Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.
● Effective case management in adherence with agreed SLA’s
Your Qualifications
Good written and oral communication skills
Good interpersonal skills
Flexible and customer first team player
Computer literate – Microsoft Office/G Suite
Thorough investigative skills
Sound analytical skills
Confident in multi-tasking
Basic level of technological understanding
Sound experience in a contact centre, customer services environment or administrative background
What we offer
A defined and achievable career path.
Be part of an ever evolving global organisation focused on transformation and innovation.
A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
Global connectivity to learn from 26,000+ teammates across 52 countries.
Be part of a winning team who embrace diversity, inclusion, and our differences.
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: J0075530