Customer Excellence Representative
2 days ago
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.
Iron Mountain is seeking a highly motivated Customer Excellence Representative to join our Customer Excellence team. In this role, you will be responsible for providing exceptional end-to-end customer service and ensuring total customer satisfaction through prompt, professional support and effective issue resolution.
The Customer Excellence team is dedicated to being the first point of contact for all customer inquiries, focusing on a "customer first" approach to all activities.
What You'll Bring (Skills & Qualifications)
• Sound experience in a contact center, customer services environment, or administrative background.
• Native-level proficiency in the Turkish Language and English Language at a B2+ level.
• Proven ability in thorough investigative and sound analytical skills, coupled with excellent written and oral communication skills.
• A flexible and customer-first team player mindset, who is computer literate with Microsoft Office/G Suite, and confident in multi-tasking.
What You'll Do (Responsibilities)
• Provide First Touch Issue Resolution - Own, investigate, and attempt to resolve customer-generated issues across all Iron Mountain products through incoming emails, phone calls, and Live Web Chat, using critical thinking to deliver a world-class service.
• Collaborate and Coordinate for Timely Solutions - Liaise with other Customer Excellence teams, regional districts, Commercial, Operations, and IT departments to support the resolution of diverse customer queries and escalations in a timely and professional manner.
• Ensure Process Adherence and Improvement - Manage cases effectively, adhering to agreed Service Level Agreements (SLAs) and performance metrics (KPI's), while maintaining in-depth product knowledge and actively proposing changes to improve service quality and efficiency.
What We Offer ( Benefits)
• This role is located in Cluj, Romania.
• Shifts are required to support customer and business needs.
• Competitive compensation and benefits aligned with the experience.
• Opportunities for continuous learning and professional growth.
Call to Action:
If you are a motivated, customer-focused individual ready to deliver world-class service, apply today to join the Iron Mountain team
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