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. The Role Iron Mountain's Customer Care team in Livingston, Scotland, delivers exceptional support to a diverse customer base by addressing inquiries, resolving issues, and managing account needs across various channels. The team collaborates with internal departments to ensure seamless service delivery, maintain accurate records, and uphold compliance, all while fostering customer satisfaction in a fast-paced, dynamic environment. This is an office based role for the first 4 weeks, then there is the opportunity for it to be home-based with occasional office visits for meetings & team events. Overall Key Accountabilities - 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. - Liaising with the Shared Service Centre team to support the resolution of customer queries in a timely and professional manner, including but not limited to: 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 - Service customer queries via Live Web Chat - Provide technical support for online self-serve enquiries - Maintain a comprehensive product knowledge - To promote a 'customer first' approach to all activities carried out. - 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 - To carry out other duties deemed necessary by Iron Mountain management within the wider function. About you - Experience in a contact centre, customer service environment or administrative background - Strong written and oral communication skills - Strong interpersonal skills - Flexible and customer first team player - Computer literate - Microsoft Office / G-Suite - Thorough investigative skills - Sound analytical skills - Confident in multi-tasking What we offer - A competitive remuneration and benefits package including Healthcare - Solid support system where you will 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. - A winning team who embrace diversity, inclusion, and our differences. - An opportunity to work in a dynamic environment in a high trust position Category: Customer Support 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: J0081612