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Customer Care Representative (12 month fixed term)
Salary not available. View on company website.
Iron Mountain, Ladywell, West Lothian
- Onsite working
- Full time
- Temporary
Posted 5 days ago, 3 May
Job ref: c09cd32b37ea47ddac6d0d0e6c8c6850
Full Job Description
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
Providing exceptional customer service within the UKIN Customer Care Department. Being the first point of contact for all customer enquiries, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction. Answering customer telephone enquiries, liaising with all departments and investigating customer issues. Processing orders received by phone, fax or email whilst aspiring to deliver a world class service in accordance with service level agreements and performance metrics (KPI's)., Through incoming customer phone calls and emails, provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
First touch issue resolution - 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 IM Department where first touch resolution is not possible.
Liaising with the Shared Service Centre team to support the resolution of customer queries in a timely and professional manner, including but not limited to:
Email and fax order processing - the keying of manual orders on to our internal systems in a timely and accurate manner;
Email and fax indexing - the process of signposting email and fax traffic that arrives within the department to a specific area
Telephone & Email Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service
Generate bespoke orders over multiple systems, ensuring accuracy and effective communication with both internal and external customers
Review audit reports received from third party suppliers and convert information to be accepted by IRM systems
Provide support to IRM teams, ITAD Partners and clients relating to ITAD requests/services
Generate quotes on behalf of the IRM Commercial team to be issued to the prospective and existing clients
Creation of orders to service ITAD client requests on receipt of a signed quote
Liaise with other IRM teams to ensure that all services are completed accurately and without any issue
Attend calls with IRM teams and clients where required to discuss requirements and queries relating to our ITAD service
Accurate reporting on all quotes/orders being created, including revenue and margins
Communicators - internal tracking process to resolve customers enquiries
Outbound calls - contacting customers to discuss any information related to their order requirements and enquiries
Maintain a comprehensive product knowledge
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.
Liaising with customer and internal teams across multiple European countries - Translation tools will be provided.
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 across Europe.
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.
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.
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., You may know Iron Mountain as a storage company, but we're so much more than that - especially on the inside! We've worked hard to create an inclusive workplace culture where people genuinely care about and support one another. Despite our global presence, Mountaineers are a tight-knit community, and we'd love for you to join us! We offer a generous benefits package, including paid time off, supplement health programs, retirement plans, a comprehensive employee assistance program, flexible work arrangements and more. At Iron Mountain, we value the unique backgrounds and experiences that individual team members contribute to our culture. To that end, we encourage you to apply even if you don't meet the exact qualifications listed above. Don't miss this incredible opportunity to be part of an ever-evolving, global organisation focused on transformation and innovation.
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
Providing exceptional customer service within the UKIN Customer Care Department. Being the first point of contact for all customer enquiries, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction. Answering customer telephone enquiries, liaising with all departments and investigating customer issues. Processing orders received by phone, fax or email whilst aspiring to deliver a world class service in accordance with service level agreements and performance metrics (KPI's)., Through incoming customer phone calls and emails, provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
First touch issue resolution - 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 IM Department where first touch resolution is not possible.
Liaising with the Shared Service Centre team to support the resolution of customer queries in a timely and professional manner, including but not limited to:
Email and fax order processing - the keying of manual orders on to our internal systems in a timely and accurate manner;
Email and fax indexing - the process of signposting email and fax traffic that arrives within the department to a specific area
Telephone & Email Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service
Generate bespoke orders over multiple systems, ensuring accuracy and effective communication with both internal and external customers
Review audit reports received from third party suppliers and convert information to be accepted by IRM systems
Provide support to IRM teams, ITAD Partners and clients relating to ITAD requests/services
Generate quotes on behalf of the IRM Commercial team to be issued to the prospective and existing clients
Creation of orders to service ITAD client requests on receipt of a signed quote
Liaise with other IRM teams to ensure that all services are completed accurately and without any issue
Attend calls with IRM teams and clients where required to discuss requirements and queries relating to our ITAD service
Accurate reporting on all quotes/orders being created, including revenue and margins
Communicators - internal tracking process to resolve customers enquiries
Outbound calls - contacting customers to discuss any information related to their order requirements and enquiries
Maintain a comprehensive product knowledge
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.
Liaising with customer and internal teams across multiple European countries - Translation tools will be provided.
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 across Europe.
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.
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.
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., You may know Iron Mountain as a storage company, but we're so much more than that - especially on the inside! We've worked hard to create an inclusive workplace culture where people genuinely care about and support one another. Despite our global presence, Mountaineers are a tight-knit community, and we'd love for you to join us! We offer a generous benefits package, including paid time off, supplement health programs, retirement plans, a comprehensive employee assistance program, flexible work arrangements and more. At Iron Mountain, we value the unique backgrounds and experiences that individual team members contribute to our culture. To that end, we encourage you to apply even if you don't meet the exact qualifications listed above. Don't miss this incredible opportunity to be part of an ever-evolving, global organisation focused on transformation and innovation.
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