Analist Servicii Clienti
Core
Provide exceptional end-to-end customer service as the first point of contact for all enquiries, ensuring total customer satisfaction through prompt resolution or appropriate escalation.
Role type
Customer Excellence Representative (First Touch Resolution)
Builds
Customer service interactions across Iron Mountain products (records management, digital transformation, data centers, asset lifecycle, fine art storage)
Domain
Records and information management, digital transformation services, data centers, asset lifecycle management, fine art storage
Deliverable
client delivery
Required skills
Advanced French (written and verbal), Advanced English (written and verbal), MS Office proficiency, CRM platform proficiency, Critical thinking, Proactivity, Task prioritization, Deadline management
Preferred skills
Empathy, Patience, Solution-oriented mindset, Ability to work in international environments, Openness to continuous learning
Technologies
MS Office, CRM platforms, Iron Mountain Connect, Communities platform
Responsibilities
Investigate customer-generated issues and resolve enquiries during the first contact; Service customer queries via telephone, email, and Live Web Chat; Liaise with regional districts, sales, operations, and IT departments to support complex queries; Support customers on online platforms while maintaining accurate customer data and inventory administration; Actively seek ways to improve processes, reduce waste, and drive self-serve initiatives
Seniority
Individual Contributor, entry to mid-level
