Customer Care Specialist

Iron Mountain; Bogotá ciudad; Hybrid; COP 24,552,000 - 31,248,000; Full time

Benefits offered by this job

Hybrid work model

Remote equipment provided

Health and retirement plans

Job summary

Iron Mountain is seeking an empathetic, solutions-focused Customer Care Specialist in Bogotá. You will be a core member of our Customer Care team, handling inquiries across phone, email, and digital channels and owning issues from start to finish.

The role requires at least 1 year in customer service, strong English skills, and experience with CRM platforms like Salesforce Service Cloud. We offer a hybrid work model and comprehensive benefits.

Qualifications

• 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.
• Proficiency with CRM platforms like Salesforce Service Cloud (preferred).

Responsibilities

• Manage customer cases: Resolve inquiries, complaints, and service requests using Salesforce Service Cloud and designated platforms.
• Drive end-to-end resolution: Own customer issues from initial contact through completion with clear communication.
• Guide account closures and inquiries: Explain processes, coordinate cross-functionally, and track actions.
• Prioritize service incidents: Evaluate urgency and impact; keep meticulous records of decisions.
• Promote digital adoption: Provide remote guidance on Iron Mountain tools and self-service options.

Skills

Customer service

English (B2+)

CRM experience

Education

High school diploma

Tools

Salesforce Service Cloud

Job description

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

Full time

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 stor y 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

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.