Customer Experience Specialist

Iron Mountain; Shah Alam; On-site; MYR 24,000 - 36,000; Full time

Job summary

Iron Mountain is looking for committed individuals to join their team, focusing on customer inquiries and operational processes in a professional manner. The role involves ensuring compliance with quality management systems while enhancing customer satisfaction through accurate order management and proactive communication.

Qualifications

• Ability to handle customer inquiries professionally.
• Experience with operational processes and ISO compliance required.

Responsibilities

• Ensure handling of customer inquiries is professional.
• Process customer orders promptly and collaborate with Operations.

Job description

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.

Responsibilities

1. Ensure all potential and existing customer enquiries are handled professionally at all times.
2. Monitor, input, and process customer orders promptly (Web Request, Emails, Fax) – Work Order Creation.
3. Collaborate with Operations to ensure all work orders are closed timely and accurately.
4. Assign barcodes accurately and update barcode ranges into tracking sheets.
5. Communicate proactively regarding any late/delayed activities or collection services, as informed by the Operations Team.
6. Assess self-retrieval/self-access requests within 1 week of processing; proactively communicate with customers for storage pickups if delayed.
7. Arrange and perform backup duties as required.
8. Increase ReQuest Web Score and usage consistently.
9. Ensure compliance with ISO policies and procedures, observe the Quality Management System, and pursue continual improvement.
10. Meet all local FSSHE requirements, policies, and procedures.

About the company

Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Trusted by over 220,000 organizations worldwide, Iron Mountain has a real estate network of more than 80 million square feet across 1,350+ facilities in 45 countries, dedicated to protecting and preserving what matters most for its customers.

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