Iron Mountain Customer Care Representative in Livingston, United Kingdom
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.
Providing exceptional customer service within the UKIN Customer Care Department. Being the first point of contact for all customer enquiries, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction. Answering customer telephone enquiries, liaising with all departments and investigating customer issues. Processing orders received by phone, fax or email whilst aspiring to deliver a world class service in accordance with service level agreements and performance metrics (KPI’s).
Through incoming customer phone calls and emails, provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
First touch issue resolution - owning and investigating customer generated issues across all IM products, use critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant IM Department where first touch resolution is not possible.
Liaising with the Shared Service Centre team to support the resolution of customer queries in a timely and professional manner, including but not limited to:
Email and fax order processing - the keying of manual orders on to our internal systems in a timely and accurate manner;
Email and fax indexing - the process of signposting email and fax traffic that arrives within the department to a specific area
Telephone & Email Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service
Service customer queries via Live Web Chat
Provide technical support for online self-serve enquiries
Communicators - internal tracking process to resolve customers enquiries
Outbound calls - contacting customers to discuss any information related to their order requirements and enquiries
Maintain a comprehensive product knowledge
To promote a ‘customer first’ approach to all activities carried out.
To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas.
Promote the Iron Mountain brand and value proposition.
Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.
Effective case management in adherence with agreed SLA’s
To carry out other duties deemed necessary by Iron Mountain management within the wider function.
Develop and maintain an in-depth knowledge of relevant IM process and procedures
Liaise closely with regional districts, customer teams, customer care management and other Iron Mountain functions
Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs
Complete all work to a high quality and exceed levels of customer satisfaction
Ability to work shifts needed to support customer and business needs.
A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues, able to adapt to change and flexible in approach. Have pride in personal appearance / image, and seek to be professional in all dealings with colleagues and customers
Promote Inclusion and Team work - A team player who shows respect for customers and colleagues at all times, pragmatic in approach and able to demonstrate good work ethics during all interactions in a fair and consistent manner
Act with Integrity - A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity
Take Ownership - Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution
Build Customer Value - Must have the tenacity and confidence to challenge the current thinking or trends to influence the success of the team whilst ensuring the customer is at the heart of everything we do
Although not essential, a good understanding and working knowledge of Danish and/or Norwegian would be distinct advantage.
Category: Customer Services & Support Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE