Customer Excellence Agent with German

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.

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.

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.

Role Summary

Providing exceptional customer service end-to-end within the Customer Excellence 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 customers requests whilst aspiring to deliver a world class service in accordance with service level agreements and performance metrics (KPI's).

Your role in our mission:

• Through incoming customer emails and phone calls, provide information about services, take, enter and process orders, answer email regarding invoices status 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, in an end-to-end process in our customer's journey, using critical thinking to identify solutions, escalating to the relevant team or relevant IM Department where first touch resolution is not possible.

• Liaising with other Customer Excellence teams to support the resolution of customer queries in a timely and professional manner, including but not limited to:

• Invoice related questions, order related questions, services, customer data and inventory administration, support for our online platforms: Communities, Iron Mountain Connect, Xarc.

• Service customer queries via Live Web Chat on Communities.

• Provide support in solving Disputes and escalations that might impact the collection process.

• 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.

• To carry out other duties deemed necessary by Iron Mountain management within the wider function.

Valued skills and experience:

• Good communication skills in English (C1) and German (C1).

• 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.

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing.

• Embrace Flexibility: Experience the freedom of hybrid work, enabling a harmonious work-life balance.

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come