Customer Care Representative
Iron Mountain Incorporated
Bucharest, Romania
5 zile în urmă

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world.

Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional.

It creates exceptional.

  • Ensure timely delivery of services based on SLAs, SOPs and locally agreed KPIs across IM business;
  • Resolve customer issues through established processes and systems in cooperation with relevant service lines and provider;
  • Carry out continuous improvement on CARE processes and service levels, as well as supporting systems

    Proactively find suitable solutions to advance the customer experience

    Actively support in lead generation, reporting and similar as part of the overall customer approach

    Maintain / Close in a timely manner the IM related open items in the Customer’s Issue Tracker

    Reply / close the customer’s requests coming through the emails in a 24 / 72 hours SLA

  • Manage the Issue Resolution Tickets in (communication / ticketing system) and close them in a timely manner as per the agreed SLA’s;
  • Providing the appropriate RCA to the customer

    Ongoing training for the existing resources, in order to meet the Accuracy and customer’s expectations

    Communicating the process changes with the Operations team

    Update the Distributions list as per the customer’s need

    Category : Customer Service (CS)

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