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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Iron Mountain is seeking a motivated and customer-centric Customer Excellence Representative (12 months) to join our Customer Excellence team.
In this role, you will be the first point of contact for all customer enquiries, responsible for providing prompt, professional support and owning the resolution or escalation of issues to ensure total customer satisfaction.
You will aspire to deliver an excellent service while adhering to service level agreements (SLAs) and performance metrics (KPIs).
What You’ll Do (Responsibilities)
In this role, you will:
- Own the Customer Journey: Manage incoming customer emails and phone calls to provide service information, process requests, and resolve enquiries through first-contact resolution whenever possible.
- Investigate and Solve: Use critical thinking to identify solutions for issues across all Iron Mountain products, including invoice questions, order status, and inventory administration.
- Collaborate for Excellence: Liaise with regional districts, sales, operations, and IT teams to resolve complex disputes and escalations that may affect the collection process.
- Support Digital Platforms: Guide customers through our online platforms, including Communities, Iron Mountain Connect, and Request Web, while promoting self-serve initiatives.
- Maintain Standards: Ensure compliance with Iron Mountain’s safety and security standards, protecting customer assets as if they were our own.
What You’ll Bring (Skills & Qualifications)
The ideal candidate will have:
- Language Proficiency: B2+ level skills in French and English (written and oral).
- Customer Experience: Sound experience in a contact center, customer service environment, or administrative background.
- Technical Aptitude: Proficiency in Microsoft Office/G Suite and a basic level of technological understanding to manage case management systems.
- Analytical Skills: Strong investigative and analytical skills with the ability to multi-task in a fast-paced environment.
- Core Behaviours: A team-player mindset with a "customer first" approach, showing integrity, ownership, and an ability to adapt to change.
What We Offer (Benefits)
- Contract Type: Fixed-term contract (12 months).
- Competitive Compensation: Salary and benefits aligned with your experience.
- Work-Life Balance: Flexible work options and shift patterns to support your personal needs (hybrid role in Cluj)
- Wellness: Comprehensive health, wellness, and retirement plans.
- Growth: Opportunities for continuous learning and professional development within the Customer Excellence function.
- Inclusion: A professional environment that promotes inclusion and teamwork.
Ready to Elevate the Customer Experience?
If you are a French-speaking professional passionate about delivering excellent service and solving complex challenges, we want to hear from you. Apply today to join the Iron Mountain team and help us secure our customers' most valuable assets.
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Category: Customer Support