Customer Care Associate

Iron Mountain; Ituango; Hybrid; COP 28,000,000 - 40,000,000; Full time

Benefits offered by this job

Hybrid work model

Transportation shuttle

Equipment provided

Health and retirement plans

Career development opportunities

Job summary

Iron Mountain is seeking a dedicated Bilingual Customer Service Agent to join our Customer Care team. In this role you’ll bridge between clients and our global network, turning inquiries into seamless experiences that reinforce our commitment to excellence.

You'll resolve complex cases, guide customers through new digital interactions, and help elevate how we connect with clients every day while working in a hybrid model with multilingual support requirements.

Qualifications

• Minimum 1 year of experience in Customer Service, Call Center, or client care operations.
• Advanced conversational, reading, and writing English proficiency (C1).
• Academic bachelor’s degree.
• Strong analytical skills and excellent written communication capabilities.

Responsibilities

• Manage customer cases using Salesforce CRM Service Cloud.
• Support account continuity and handle escalated issues with urgency.
• Guide customer adoption of digital interaction tools.
• Drive cross-functional collaboration with operations and business units.

Skills

English (C1)

Customer service experience

Analytical skills

Education

Bachelor's degree

Tools

Salesforce

CRM tools

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 a dedicated Bilingual Customer Service Agent to join our Customer Care team.

In this role, you’ll serve as a vital bridge for our clients, turning everyday service inquiries into seamless experiences that reinforce our commitment to excellence. Working with a collaborative global network, you’ll have the opportunity to directly resolve complex cases, guide customers through new digital interactions, and help elevate the way we connect with our clients every day.

What You’ll Do :

• Manage customer cases: Resolve internal and external requests efficiently using Salesforce CRM Service Cloud.
• Support account continuity: Handle account closure cases and escalated issues with urgency and precision.
• Guide customer adoption: Remote-coach clients on digital interaction tools to enhance their operational experience.
• Drive cross-functional collaboration: Partner with operations and business units to deliver seamless, end-to-end service.

What You’ll Bring :

• Minimum 1 year of experience in Customer Service, Call Center, or client care operations.
• Advanced conversational, reading, and writing English proficiency (C1).
• Academic bachelor’s degree.
• Strong analytical skills, proficient use of office tools, and excellent written communication capabilities.
• Ability to thrive in fast-paced, changing environments with a passion for customer journey excellence.

What We Offer:

• Competitive compensation and benefits aligned with experience.
• Work Schedule: Monday through Friday, hybrid telework model (remote work with occasional office visits).
• Transportation: Dedicated shuttle service between Portal 80 and the office on face-to-face workdays.
• Equipment: Technology package and accessories provided for remote and office work.
• Work Culture: Global connectivity across 52 countries with an inclusive, diverse, and authentic team environment.
• Comprehensive health, wellness, and retirement plans to support you and your family.
• Opportunities for continuous learning, professional development, and career growth.

Category: Customer Support