Customer Care Representative with German

• Providing exceptional customer service within the 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 an excellent service in accordance with service level agreements and performance metrics (KPI’s).

• Fluent level of English and German.
• Good written and oral communication skills.
• Good interpersonal skills.
• Flexible and customer first team player.
• Computer literate – Microsoft Office/G Suite.
• Thorough investigative skills.
• Sound analytical skills.
• Confident in multi-tasking.
• Sound experience in a contact center, customer services environment or administrative background.

• Through incoming customer emails, provide information about services, update customer details as requested, provide ︁︀​︂︃︃​︁︂︇​︁︂︈inventories and dispatch Salesforce cases to appropriate department. 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 in country team to support the resolution of customer queries in a timely and professional manner.
• Promote a ‘customer first’ approach to all activities carried out.
• 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.
• Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.
• Effective case management in adherence with agreed SLA’s.

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing.
• Embrace Flexibility: Experience the freedom of remote work, enabling a harmonious work-life balance.
• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

For over 70 years, Iron Mountain Incorporated (NYSE: IRM) has been your strategic partner to care for your information and assets. A global leader in storage and information management services and trusted by more than 225,000 organizations around the world, including 95% of the Fortune 1000, we protect, unlock, and extend the value of your work—whatever it is, wherever it is, however it’s stored.

We create the framework necessary to bridge the gaps between paper, digital, media, and physical data and extract value along its lifecycle, helping to build your organizational resilience. And all this with a commitment to sustainability at our core.

Our relationship is a true partnership where you trust us not only to preserve institutional knowledge and enhance efficiency, security, and access but to make your work mean more. Because in that work is the power to not only accelerate your business, but elevate it.