Bilingual Customer Care Agent

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.

In this role, you will be responsible for providing extraordinary customer care and support in both English and Spanish, executing daily service tasks according to global strategies and standards.

Our Customer Care team is dedicated to delivering an excellent service experience, working collaboratively to support the diverse needs of our 225,000 loyal customers globally.

• Manage responses to internal and external customers, in a timely manner, through the efficient administration of cases generated through the CRM Service Cloud platform of the Salesforce suite and those defined for continuity and service attention.

• Provide service and support in the resolution of account closure cases, to ensure resolution and provide continuity of service excellence.

• Prioritize claims and incidents reported by customers, acting with a sense of urgency, and maintaining traceability from start to finish.

• Train, coach and guide customers remotely in Iron Mountain service interaction, enabling the generation of high levels of service experience to efficiently and effectively support their business processes.

• Coordinate and establish an efficient interaction with the different areas of operations and business of the company, to maintain a collaborative, collaborative work impacting the excellence of service experience to our customers.

• Promote new technologies defined by the company, taking advantage of recurring instances of customer contact.

• Minimum 1 year of experience in Service or Customer Service areas, including a Call Center environment.

• Strong knowledge of Advanced English (B2+ and above) at a conversational, reading, and writing level, coupled with excellent communication and writing skills in both languages.

• Proven ability in high analytical skills, effective use of office tools, and teamwork, with a focus on understanding the customer's journey and delivering on the promise of value.

• Academic bachelor's degree in a relevant field (Desirable training related to handling, improvement, and process management).

• Shifts: Monday through Friday workday under the hybrid mode of Telework (Remote and occasional in-office attendance).

• Location: Occasional in-office attendance with transportation service (from Portal 80 to the office and back) for face-to-face working days.

• Competitive compensation and benefits aligned with the experience and a Total Reward offer to support your career, family, personal, and financial well-being.

• Flexible work options/alternative work options to support work–life balance, including the provision of technology equipment and accessories for assigned tasks.

• Opportunities for continuous learning and professional growth, along with global connectivity to learn from over 26,000 teammates in 52 countries.

• Be part of a winning team that embraces diversity and inclusiveness.