Overall Key Accountabilities
- 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 business area where first touch resolution is not possible.
- Providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues.
- Liaising with the wider Care teams to support the resolution of customer queries in a timely and professional manner.
- 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.
- To carry out other duties deemed necessary by Iron Mountain management within the wider function.
- Online self-serve escalations
- Support in creating efficiencies within the Customer Care department through reduction in waste, helping to drive self-serve initiatives, reduce cost and identify revenue leakage.
- Support Customer Care Management Team with mentoring and Coaching – imparting your own experiences on to the CCR’s to guide them in support of our customers
- Product Training – using your knowledge to train your colleagues on products, processes and procedures
- Maintain a wider business/commercial awareness
- Pricing and Contracts – ANC and Account transfers
- Subject Matter Expert – using your experience and knowledge on all products and processes
- Maintain extensive product knowledge
- Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where required.
- Effective case management in adherence with agreed SLA’s
- Ensure accurate data capture/reporting for both internal and external stakeholders
- Builds effective customer relationships
- Complaints end to end process – Route Cause Analysis, providing feedback to all areas to prevent issues arising again, Keeping the customer informed at all stages of the process,
General Accountabilities
- 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.
- No direct leadership responsibility but may provide subject matter expertise to CCR.
- Makes decisions within established guidelines
- Ensure that customer requirements are resolved in accordance with SLA and performance metrics.
Key Behaviours
- 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
- Own Safety and Security – Protect ourselves and each other from harm and secure our customer’s assets as if they were our own.
Category: Customer Support
Requisition: J0079241
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