Customer Service Officer

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.

We are seeking a dedicated, solutions-oriented

Customer Services Officer to join our dynamic contact centre team. If you are passionate about helping people, thrive in a fast-paced environment, and love solving problems, we want to hear from you!

What You’ll Do

Responsibilities

As a Customer Services Officer, you will be the voice of Iron Mountain. Working in our blended in- and outbound service centre, you will deliver high-quality support across multiple channels. Your daily responsibilities will include:

• Omnichannel Support: Provide timely, accurate, and professional responses to customer inquiries via telephone, email, and website chatbot.
• Problem Solving: Resolve mostly routine queries and confidently tackle more complex, non-routine problems to communicate effective solutions to our customers.
• Needs Analysis: Actively listen to and analyze customer service needs, resolving issues directly or escalating/referring to specialized technical departments for follow-up when necessary.
• Data & System Management: Utilize our CRM applications and databases to meticulously record customer interactions, track activities, and research product information.
• Quality Excellence: Meet and exceed established service level agreements (SLAs) and quality standards to ensure an exceptional customer experience.

What You’ll Bring

The ideal candidate will have:

• Experience: Proven experience in a customer service or contact centre environment (inbound/outbound).
• Tech-Savvy Skills: Comfort navigating CRM tools, databases, and multi-channel communication platforms (chatbots, ticketing systems).
• Communication: Exceptional verbal and written communication skills with a strong knack for active listening.
• Critical Thinking: The ability to analyse a situation, determine the root cause of an issue, and provide clear solutions.
• Adaptability: A positive attitude and the resilience to handle both routine tasks and complex customer escalations with patience and empathy.

What We Offer

• Competitive salary and comprehensive benefits package.
• A supportive, inclusive, and collaborative team culture.
• Opportunities for professional growth and career advancement within a global organization.
• State-of-the-art tools and continuous training.

Call to Action!

Ready to help us secure the future? Click the [Apply Now] button to submit your resume.

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.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. See the Supplement to learn more about Equal Employment Opportunity.

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

Requisition: J0103835