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.Customers - External & Internal
- Provide leadership to establish a customer-focused culture by implementing and
managing initiatives and tools that aim to achieve higher customer satisfaction,
loyalty and retention with an efficient and standardised approach across byimproving NPS, CSAT and CES scores.
- Provide guidance & training in customer experience and customer service related
matters. Provide training on RequestWEB and other systems to both
internal/external customers
- Ensure effective back and front office processes are in place, in order to increase
customer retention and customer satisfaction thus resulting in reduction of
complaints and escalations
- Responsible to track, monitor and closure of customer complaints & escalations
within TAT
- Conducting root-cause analysis and sharing the insights as per procedure
- Highlight any process gap and come -up with proposed solution
- Maintain an excellent cross functional relationship between various stakeholders
(internal) to be able to provide high standard of services to customer to meet and
exceed their expectations
- Develop and manage the deployment and monitoring of customer service processes,
policies and procedures within the quality framework in order to ensure the
consistency, efficiency and quality of internal and external customer experiences
- Support and participate in quality audits
- Handle Customer escalations, provide timely resolutions and provide trigger to the management in case of any major escalation case or threat to the business and
relationship.
Systems -
- Keeping SFDC and other systems updated with regards to all interactions as per defined processes
Reporting - Providing reports to the management as and when required by the process orrequested by the user as per standard procedure.Category: Customer SupportIron 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:
J0091895
