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.
Job Summary
Iron Mountain is seeking a motivated and detail-oriented Associate – 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 DoIn 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.
The ideal candidate will have:
5+ 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.
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