Opportunities in the Upfront Portfolio


Customer Care Representative



Customer Service
Posted on Friday, June 21, 2024

About The Opportunity

The successful candidate will be responsible for providing exceptional customer service within the Customer Care 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 orders received by phone, fax or email whilst aspiring to deliver a world class service in accordance with service level agreements and performance metrics (KPI’s).

You'll Get

● 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.

● 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

● Provide technical support for online self-serve enquiries

● Communicators - internal tracking process to resolve customers enquiries

● Outbound calls - contacting customers to discuss any information related to their order requirements and enquiries

● 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

Your Qualifications

  • Good written and oral communication skills

  • 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

What we offer

  • A defined and achievable career path.

  • Be part of an ever evolving global organisation focused on transformation and innovation.

  • A support system where you 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.

  • Be part of a winning team who embrace diversity, inclusion, and our differences.

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. 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.

Requisition: J0075530