Bilingual Customer Service 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.

ROLE: Bilingual Customer Service Agent

At Iron Mountain, we protect what our customers value most, from the everyday to the extraordinary. We create customer value around the world with a passion for preserving the physical, transforming the digital and respecting the environment.  We are pioneers in the global records and information management industry and have established some of the best customer relationships in the industry, with 95% of Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences between us. And here, we'll encourage you to climb higher for the benefit of our customers and each other. There's so much more, but that's enough. We can't wait to meet YOU.

ABOUT THIS OPPORTUNITY:

Attend and support our customers from the Customer Care department, executing daily tasks involving customer care and support according to global, global strategies and standards delivering an extraordinary service experience.

RESPONSIBILITIES:

- 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.

QUALIFICATIONS

- Academic bachelor's degree

Advanced English at a conversational, reading and writing level (B2+ and above).

- Minimum 1 year of experience in areas of Service or Customer Service and/or Call center.

- Desirable training related to handling, improvement and process management.

- High analytical skills

- Good use of office tools and excellent writing skills.

- Excellent communication and teamwork skills.

- Able to work in changing, challenging and pressurized environments.

- Focused on the voice and journey experience of the customer and their customer journey with the company, in order to deliver on the promise of value.

- Passionate about service, with a genuine interest in understanding and identifying customer needs and seeking to satisfy them effectively.

WHAT DO WE OFFER YOU?

- Be part of an evolving global organization focused on transformation and innovation.

- A support system where you have a safe place to voice your opinion, share feedback and be truly authentic.

- Global connectivity to learn from over 26,000 teammates in 52 countries.

- Be part of a winning team that embraces diversity, inclusiveness and our differences

- Competitive Total Reward offers to support your career at Iron Mountain, your family, your personal well-being, your financial well-being and your retirement.

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

- Transportation service (from Portal 80 to the office and back) for face-to-face working days.

- Technology equipment and accessories for the development of the assigned tasks.

- Opportunities for professional development and growth