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.
1 year fixed term contract, full time hours, must be available to work in office at Bangphli Samut Prakan
The Job
Provides timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound contact/service center, consistent with service and quality standards. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information. Requires advanced skills and expertise in a variety of work processes or activities. Generates new and innovative solutions to complex problems. Works autonomously within established procedures and practice.
The Responsibilities
Respond to customer inquiries via telephone, email, or website chatbot with a commitment to quality and service standards
Managing customer’s questions and feedbacks
Handle routine and complex customer issues, providing clear solutions and expert guidance
Analyze customer needs and coordinate with other departments for advanced solutions
Utilize customer relationship management (CRM) tools and databases to track and research customer interactions
Operates and manages Iron Mountain Thailand Case Management System:
i) Citrix/Salesforce.com (SFDC)
ii) Ensure timely lodgement; follow up actions, analysis and communication with all Iron Mountain Thailand departments and clients
Manage, track and resolve all requests raised by customers
Ensure all information provided in the Case Management System and to other departments is accurate and precise
All communication is recorded and captured in Case Management System Billing Matters
New Rates Entry/Updating of Rates
New Onboarding/Account Creation
Update of Account Details Others
Continuously review and suggest improvements to processes, practices and procedures that positively impact our customer experience
Work with line manager or other department heads (where applicable) to implement improved processes to continually improve service levels in the department
Provide timely and accurate reports to Head of Department (HOD)
Manage and track reports & dashboards in Case Management Systems
The Person
At least 3 years of experience in Sales Coordination and Customer Service roles, with a technical background
Strong service-minded attitude with a calm and patient demeanor
Proven ability to handle and coordinate complex tasks efficiently
Proficiency in English, both spoken and written
Experience with Salesforce and Citrix is a must
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 accommodationrequest@ironmountain.com. 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: J0075949