Job Description

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.
Job Summary:
The Customer Service Senior Associate is responsible for providing exceptional customer support, resolving complex issues. This role acts as a key point of contact for escalated customer concerns and helps improve overall service quality and efficiency.
Key Responsibilities:

• Handle customer inquiries via phone, email and chat .
• Resolve complex customer issues efficiently while maintaining a high level of professionalism and customer satisfaction.
• Collaborate with cross-functional teams to address customer concerns and deliver solutions.
• Identify opportunities to enhance service processes and customer experience.
• Assist in developing and updating customer service policies and procedures.
• Meeting or exceeding CES and CSAT targets while improving overall service quality and efficiency.
• Working in rotational shifts.

Qualifications:.

• Minimum 3-5 years of experience in customer service or related roles, with at least 1 year in a senior role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work in live environment and handle challenging customer situations calmly.
• Proficiency with CRM software and Microsoft Office suite.

Working Conditions:

• Working in rotational shifts.
• Fast-paced customer service environment.

Category: Customer Support

Skills Required