Customer Care Country Lead

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.

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