Customer Care Associate

Iron Mountain Incorporated; Bogotá; Hybrid; COP 18,000,000 - 28,000,000; Full time

Benefits offered by this job

Hybrid work model

Remote/Office equipment provided

Health and retirement plans

Career development

Job summary

Iron Mountain Incorporated in Bogotá seeks a empathetic, bilingual Customer Service Agent to join our Customer Care team. You will manage customer cases across Salesforce Service Cloud and other service platforms while supporting account continuity and self-service adoption.

The role requires 1+ year in customer service, advanced English (C1), and a high school diploma. We offer a hybrid work model, remote/work equipment, and comprehensive benefits for growth.

Qualifications

• 1+ year of experience in Customer Service, Customer Care, or Call Center environments.
• Advanced English proficiency in speaking, reading, and writing (C1).
• High school diploma or equivalent academic qualification.
• Strong analytical skills and proficiency in Microsoft Office tools.

Responsibilities

• Manage customer cases across Salesforce Service Cloud and designated service platforms.
• Support account continuity: handle account closure cases, claims, and escalated issues with urgency.
• Enable customer self-service: coach clients remotely on digital tools to streamline processes.
• Drive cross-functional collaboration with operations and business teams to ensure seamless service delivery.

Skills

Advanced English

Customer Service

Microsoft Office

Written Communication

Education

High School Diploma

Tools

Salesforce Service Cloud

Job description

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 an empathetic, solutions-driven Bilingual Customer Service Agent to join our Customer Care team.

What You'll Do

• Manage customer cases: Resolve internal and external requests efficiently across Salesforce Service Cloud and designated service platforms.
• Support account continuity: Handle account closure cases, claims, and escalated issues with urgency and precision.
• Enable customer self-service: Coach and guide clients remotely on digital interaction tools to streamline their processes.
• Drive cross-functional collaboration: Partner with operations and business teams to ensure seamless service delivery and resolution.

What You'll Bring

• 1+ year of experience in Customer Service, Customer Care, or Call Center environments.
• Advanced English proficiency in speaking, reading, and writing (C1).
• High school diploma or equivalent academic qualification.
• Strong analytical skills, proficiency in Microsoft Office tools, and excellent written communication.

What We Offer

• Competitive compensation and benefits aligned with experience.
• Flexible work: hybrid telework model .
• Technology equipment and accessories provided for remote and office work.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning, professional development, and career growth.

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.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail]. See the Supplement to learn more about Equal Employment Opportunity.