Customer Care Associate

Clutter; Puerto Bogotá; Hybrid; COP 24,000,000 - 36,000,000; Full time

Benefits offered by this job

Hybrid work schedule

Tech package and tools

Global team culture

Health and retirement plans

Job summary

Iron Mountain is seeking a dedicated Bilingual Customer Service Agent to join our Customer Care team in Bogotá. You will be a vital bridge for our clients, resolving inquiries and guiding them through new digital interactions within a global network.

You’ll manage cases using Salesforce CRM Service Cloud, support account continuity, and collaborate with operations to deliver seamless, end-to-end service in a fast-paced, hybrid work environment.

Qualifications

• Minimum 1 year in Customer Service, Call Center, or client care operations.
• Advanced English (C1) in speaking, reading and writing.
• Bachelor's degree required.
• Strong analytical and written communication skills.

Responsibilities

• Manage customer cases and resolve requests using Salesforce CRM Service Cloud.
• Support account continuity and handle closure cases with urgency.
• Guide client adoption of digital tools and drive cross-functional collaboration.

Skills

Customer service

Education

Bachelor's degree

Tools

Salesforce CRM Service Cloud

Job description

COL | Distrito Capital de Bogotá | Autopista Medellin Km 1.5 Vereda (Offices), Vuelta Grande

Full time

J0107456

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

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.