Customer Care Specialist

ironmountain; Colombia; Híbrido; COP 24 000 000 - 40 000 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Tech equipment provided

Health and retirement plans

Hybrid telework model

Resumo da oferta

Iron Mountain is seeking an empathetic, solutions-focused Customer Care Specialist to join our Customer Care team. You will be the primary point of contact for clients across phone, email, and digital channels, taking ownership of inquiries and coordinating cross-functional solutions to ensure customers feel heard and supported.

In this hybrid role, you will handle cases, guide account closures, and prioritize incidents while promoting self-service and the use of Iron Mountain tools to improve

Qualificações

• At least 1 year of experience in customer service 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 CRM platforms like Salesforce Service Cloud (preferred).

Responsabilidades

• 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.

Conhecimentos

Customer service

English proficiency

Analytical skills

CRM familiarity

Formação académica

High school diploma or equivalent

Ferramentas

Salesforce Service Cloud

Descrição da oferta de emprego

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