Customer Care Specialist

Iron Mountain; Bogotá; Hybrid; COP 40.176.000 - 66.960.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Technology equipment provided

Health, wellness & retirement plans

Career development opportunities

Global collaboration

Zusammenfassung

Iron Mountain is seeking a Customer Care Specialist to join our Customer Care team in a hybrid work setup in Bogotá. You will handle client inquiries via phone, email, and digital channels, owning cases from start to finish and guiding cross-functional collaboration to ensure clients feel heard and valued.

The role requires at least 1 year in customer service, strong English communication, and proficiency with CRM tools like Salesforce Service Cloud.

Qualifikationen

• 1 year of customer service or contact center experience.
• Advanced English (spoken and written) at B2+ level or higher.
• High school diploma or equivalent.
• Strong analytical, problem-solving, and organizational skills.
• Experience with CRM platforms like Salesforce Service Cloud is a plus.

Aufgaben

• Manage customer cases: resolve inquiries, complaints, and service requests using Salesforce Service Cloud and designated platforms.
• Take ownership of customer issues from initial contact to completion with clear communication.
• Support account closure requests by explaining processes, coordinating cross-functionally, tracking actions.
• Evaluate complaints based on urgency and impact, maintaining meticulous records.
• Provide remote guidance on Iron Mountain tools to promote self-service and efficiency.

Kenntnisse

Customer service

English B2+

Analytical skills

High school diploma

CRM (Salesforce)

Ausbildung

High school diploma

Tools

Salesforce Service Cloud

Jobbeschreibung

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-focused Customer Care Specialist to join our Customer Care team.

As a core line of support for our clients, you’ll play a vital role in elevating every customer interaction across phone, email, and digital channels. You’ll have the opportunity to take full ownership of client inquiries, solve complex service challenges, and collaborate across teams to ensure our customers always feel heard, valued, and supported.

What You’ll Do:

• Manage customer cases: Resolve inquiries, complaints, and service requests efficiently using Salesforce Service Cloud and designated platforms.
• Drive end-to-end resolution: Take ownership of customer issues from initial contact through completion, maintaining clear communication and updates.
• Guide account closures and inquiries: Support account closure requests by explaining processes, coordinating cross-functionally, and tracking actions.
• Prioritize service incidents: Evaluate complaints based on urgency and impact, keeping meticulous records of decisions and commitments.
• Promote digital adoption: Provide remote guidance on Iron Mountain tools, encouraging self-service options to enhance client operational efficiency.

What You’ll Bring :

• At least 1 year of experience in customer service, customer support, or a contact center environment.
• Advanced English communication skills (spoken and written) at a B2+ level or higher.
• High school diploma or equivalent.
• Strong analytical, problem-solving, and organizational skills with sharp attention to detail.
• Proficiency in productivity tools and experience with CRM platforms like Salesforce Service Cloud (preferred).

What We Offer:

• Competitive compensation and benefits aligned with experience.
• Work Schedule: Monday through Friday, hybrid telework model .
• Technology equipment and accessories provided for remote and office work.
• Comprehensive health, wellness, and retirement plans.
• A supportive, inclusive environment with global collaboration opportunities across countries and functions.
• Opportunities for continuous learning, professional development, and career growth.

Category: Customer Support