Associate, Customer Care (Non-Voice)

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.

Job Summary

Iron Mountain is seeking a motivated Customer Excellence Associate to join our Customer Excellence (Service Management) team. In this role, you will be responsible for providing exceptional customer support and resolving complex, escalated issues to drive service quality.

You will serve as a key point of contact for our customers, ensuring their concerns are addressed with professionalism while collaborating with cross-functional teams to deliver seamless solutions.

What You’ll Do

In this role, you will:

• Responsibility 1: Manage and resolve complex customer inquiries via phone, email, and chat, ensuring all issues are handled efficiently to meet or exceed Customer Effort Score (CES) and Customer Satisfaction (CSAT) targets.

• Responsibility 2: Collaborate with cross-functional teams to address high-level customer concerns and identify opportunities to enhance service processes and the overall customer experience.

• Responsibility 3: Ensure compliance with organizational standards by assisting in the development of customer service policies and maintaining professionalism in a fast-paced, live environment.

What You’ll Bring

The ideal candidate will have:

• 2-5 years of experience in customer service or related roles.

• Strong knowledge of Customer Relationship Management (CRM) software and the Microsoft Office suite.

• Proven ability in complex problem-solving, conflict resolution, and handling challenging customer situations calmly in a live environment.

• Excellent communication and interpersonal skills, with the ability to work effectively within rotational shifts.

Call to Action

If you are passionate about delivering excellence and ready to elevate the customer experience, apply today to join the Iron Mountain team in Bangalore!