Customer Care Associate

Iron Mountain; Bogotá; Hybrid; COP 33,480,000 - 46,872,000; Full time

Benefits offered by this job

Hybrid remote model (Remote with in‑to

Global connectivity with teammates

Professional growth opportunities

Competitive total rewards

Equipment provision and tools

Job summary

Iron Mountain is seeking a motivated and service-oriented claims specialist to join our Trust & Safety team in Bogotá. You will manage customer claims end-to-end, resolve complex cases, and ensure service excellence and regulatory compliance while maintaining empathy and strong communication with customers.

The role requires at least 1 year in claims or trust & safety, a completed Bachelor's or Associate's degree, and weekend availability.

Qualifications

• Bachelor's or Associate's degree completed.
• Availability to work on weekends required.
• At least 1 year of experience in claims or trust & safety.
• Fluency in English is required.
• Strong communicator who can build rapport with customers.

Responsibilities

• Provide support throughout the claims process and own monetary compensation escalations via phone or email.
• Investigate and evaluate customer damage/lost item claims and provide 100% accurate claim settlements.
• Investigate and evaluate customer issue claims and provide resolutions that balance profitability, risk mitigation, and customer experience.
• Build rapport and demonstrate empathy in all customer interactions.
• Monitor social media presence, moderate comments and provide support for customers who post on multiple platforms.
• Mitigate risk via inbound call transfers from the Customer Experience Team.
• Own personal claims and ticket CSAT performance to contribute to positive team KPIs and SLA adherence.

Skills

Customer service

Strong communicator

English fluency

Remote collaboration

Adaptability

Education

Bachelor's or Associate's degree

Job description

COL | Bogotá | Av Cra 45, 114, Oficina 503

Full time

Iron Mountain knows 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 motivated and service-oriented claims specialist to join our Trust & Safety team.

In this role, you will be responsible for efficiently managing customer claims, resolving complex cases, and ensuring end-to-end service excellence and compliance.

What You'll Do:

• Provide support throughout the claims process and own monetary compensation escalations via phone or email
• Investigate and evaluate customer damage/lost Item claims and provide 100% accurate claim settlements
• Investigate and evaluate customer issue claims and provide resolutions that balance profitability, risk mitigation, and the customer experience
• Build rapport and demonstrate empathy in all customer interactions.
• Monitor social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn
• Mitigate risk via inbound call transfers from the Customer Experience Team
• Own personal claims and ticket CSAT performance to contribute to positive team KPIs and SLA adherence

What You'll Bring

• Completed Bachelor's or Associate's degree
• Availability to work on weekends required
• At least 1 year of experience in claims or trust & safety
• Passion for technology and respect for the process
• Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
• Strong communicator who enjoys building rapport with customers and resolving complaints
• Experience or understanding of how to work and collaborate with a remote, distributed team
• Fluency in English is required
• Strong written and verbal communication skills

What We Offer:

• Be part of a constantly evolving global organization focused on transformation and innovation.
• A supportive system where you have a safe space to express your opinions, share feedback, and be truly authentic.
• Global connectivity to learn from over 26,000 teammates across 52 countries.
• Join a winning team that embraces diversity, inclusion, and our differences.
• Competitive Total Rewards packages to support your career at Iron Mountain, your family, your personal well-being, financial security, and retirement.
• Teleworking hybrid model (Remote and occasional in-office presence).
• Technology equipment and accessories for the development of assigned tasks.
• Opportunities for professional growth and career development.

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.

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.