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.

Job Summary

Providing exceptional customer service within the Customer Care Department. Effectively managing and leading performance, coaching, mentoring and developing your team to ensure that customer requirements are resolved in accordance with service level agreements and Iron Mountain performance metrics.

A sound understanding of all Iron Mountain products together with an in-depth commercial awareness, whilst aspiring to deliver a world class service. Be an active presence in the leadership team and work collaboratively with your peer group to support the Care Objectives & multi year plan.

Your role in our mission:

• Support the day to day workflow coordination for your team, including but not limited to:

> Email indexing and order processing.

> Service Advice, Call-backs, Communicators.

> Telephone order processing and order enquiry.

> Client issue resolution/Customer complaints.

> Escalations.

> Maintain comprehensive product knowledge.

> In day resource monitoring of Salesforce team queues, team adherence and actively reporting on agent performance.

• Production of daily/weekly/monthly MI and reporting for Senior Leadership Team and wider business.

• Working with the Care leadership team to analyse statistics and other data to determine the level of customer service being provided, and create action plans for improvement.

• Participate and lead projects for company initiatives and improvements and/or as assigned by your Manager.

• Exemplifying Customer Care Values, through answering agent queries; mentoring agents in a 1:1 capacity; assisting new hire recruitment and training; performing development reviews; and providing coaching to Colleagues.

• Lead your team to proactively seek new opportunities to enhance their capabilities using available resources and create a Personal Development Plan for each team member.

• A sound understanding of budget vs FTE requirements.

• Responsible for ensuring all employee documentation, HR & payroll files are kept up to date & accurate at all times.

Valued skills and experience:

• Fluent level of English and German; French is highly desirable.

• A strong ability to effectively communicate at all levels.

• Flexible and customer first team player.

• Computer literate – Microsoft Office/G Suite.

• Sound analytical skills.

• Confident in multi-tasking.

• Sound experience in a contact center, customer services environment or administrative background.

• Experience managing teams of 5 – 20 heads.

• Demonstrable leadership.

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing.

• Embrace Flexibility: Experience the freedom of hybrid work, enabling a harmonious work-life balance.

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0078651