Hybrid Remote Customer Care Specialist

ironmountain; Colombia; Hybrid; COP 24,000,000 - 40,000,000; Full time

Benefits offered by this job

Tech equipment provided

Health and retirement plans

Hybrid telework model

Job summary

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

Qualifications

• 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).

Responsibilities

• 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.

Skills

Customer service

English proficiency

Analytical skills

CRM familiarity

Education

High school diploma or equivalent

Tools

Salesforce Service Cloud

Job description

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