Customer Care Specialist
Location: Livingston, United Kingdom
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.
Overall Key Accountabilities
1. Owning and investigating customer generated issues across all IM products, using critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant business area where first touch resolution is not possible.
2. Providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues.
3. Liaising with the wider Care teams to support the resolution of customer queries in a timely and professional manner.
4. Promoting a ‘customer first’ approach to all activities.
5. Ensuring a professional, courteous, and proactive flow of communication between the business and the clients it serves, including regular interaction with the customer and all business areas.
6. Promoting the Iron Mountain brand and value proposition.
7. Carrying out other duties deemed necessary by Iron Mountain management within the wider function.
8. Supporting in creating efficiencies within the Customer Care department through reduction in waste, helping to drive self-serve initiatives, reduce costs, and identify revenue leakage.
9. Supporting Customer Care Management Team with mentoring and coaching to guide CCRs in support of our customers.
10. Providing product training using your knowledge to train colleagues on products, processes, and procedures.
11. Maintaining a wider business/commercial awareness.
12. Handling pricing and contracts – ANC and account transfers.
13. Acting as a subject matter expert by using your experience and knowledge on all products and processes.
14. Maintaining extensive product knowledge.
15. Developing strong working relationships and working collaboratively with internal stakeholders, confidently and appropriately challenging behaviors where required.
16. Ensuring effective case management in adherence with agreed SLAs.
17. Ensuring accurate data capture/reporting for both internal and external stakeholders.
18. Building effective customer relationships.
19. Managing the complaints end-to-end process, including root cause analysis, providing feedback to all areas to prevent issues arising again, and keeping the customer informed at all stages of the process.
General Accountabilities
1. Developing and maintaining an in-depth knowledge of relevant IM processes and procedures.
2. Liaising closely with regional districts, customer teams, customer care management, and other Iron Mountain functions.
3. Actively seeking new ways to help improve processes and propose changes to improve the quality of service delivered and reduce costs.
4. Completing all work to a high quality and exceeding levels of customer satisfaction.
5. Being able to work shifts as needed to support customer and business needs.
6. Making decisions within established guidelines.
7. Ensuring that customer requirements are resolved in accordance with SLAs and performance metrics.
Key Behaviours
1. 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. Taking pride in personal appearance/image and seeking to be professional in all dealings with colleagues and customers.
2. 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.
3. A reliable, loyal, and trustworthy individual who demonstrates a high degree of integrity.
4. Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution.
5. Having the tenacity and confidence to challenge current thinking or trends to influence the success of the team while ensuring the customer is at the heart of everything we do.
6. Protecting ourselves and each other from harm and securing our customer’s assets as if they were our own.
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.
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