Customer Excellence Senior Agent with German

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.

Iron Mountain is seeking a motivated and customer-centric Customer Excellence Representative to join our Customer Excellence team. In this role, you will be responsible for providing exceptional end-to-end customer service, acting as the first point of contact for all enquiries, and ensuring total customer satisfaction through prompt resolution or appropriate escalation.

What You'll Do (Responsibilities)

In this role, you will:

• First Touch Resolution. Own and investigate customer-generated issues across all Iron Mountain products, using critical thinking to identify solutions and attempting to resolve enquiries during the first contact.
• Omni channel Communication. Service customer queries via telephone, email, and Live Web Chat, providing information on services, processing requests, and answering invoice-related questions.
• Cross-Functional Collaboration. Liaise with regional districts, sales, operations, and IT departments to support the resolution of complex queries in a timely and professional manner.
• Platform Support & Administration. Support customers on online platforms (such as Communities, Iron Mountain Connect, and Highradius) while maintaining accurate customer data and inventory administration.
• Process Improvement. Actively seek ways to improve processes, reduce waste, and drive self-serve initiatives to improve service quality and reduce costs.

What You'll Bring (Skills & Qualifications)

• Sound experience in a contact center, customer services environment, or administrative background.

• Language Skills: B2+ level English proficiency and B2+/C1 level German language skills.
• Technical Proficiency: Computer literacy in Microsoft Office or G Suite, with a basic level of technological understanding.
• Functional Skills: Strong written and oral communication, thorough investigative and analytical skills, and the ability to multi-task in a fast-paced environment.
• Mindset: A flexible "customer first" team player who acts with integrity and takes personal ownership of customer issues.

What We Offer (Benefits)

• Location: hybrid in Cluj, Romania.
• Growth: Opportunities for continuous learning and professional growth within the Customer Excellence function.
• Culture: A professional environment that promotes inclusion, teamwork, and safety.
• Compensation: Competitive compensation and benefits aligned with experience

Category: Customer Support