Customer Excellence Senior Agent with German
Core
Provide exceptional end-to-end customer service as the first point of contact for all enquiries across Iron Mountain products, ensuring total customer satisfaction through prompt resolution or escalation.
Role type
Senior Customer Excellence Representative (Contact Center)
Builds
Customer satisfaction and operational efficiency for Iron Mountain's records, information management, and data center services.
Domain
Information Management & Records Storage
Deliverable
client delivery
Required skills
First-touch resolution, multi-channel communication (phone, email, chat), cross-functional collaboration, platform support & administration, process improvement, critical thinking, investigative skills, B2+ English, B2+/C1 German
Preferred skills
Administrative background, Microsoft Office/G Suite proficiency, fast-paced environment adaptability
Responsibilities
Investigate and resolve customer issues across all products, handle queries via telephone/email/chat, liaise with regional districts/sales/operations/IT, support customers on online platforms, seek process improvements to reduce waste and costs.
Seniority
Senior, hands-on IC