Customer Excellence Representative with French

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 professional Customer Excellence Representative with French to join our Customer Excellence team. In this role, you will be responsible for delivering  end to end Support for all Service Support, Billing, Issue Resolution, and any other operational-related queries and processes on time, ensuring you provide professional, helpful, and empathetic service through first-class customer communication.

What You'll Bring (Skills & Qualifications):

•  Language Skills: proficiency in both French and English (B2/C1 level).
•  Experience: 2+ years of Service to Sales / Customer Success
•  Technical Knowledge: Computer literacy in Microsoft Office or G Suite, with a basic level of technological understanding.
• Proficiency with ERP systems (e.g., Oracle)
• Strong analytical and problem-solving abilities to identify root causes of disputes and implement effective solutions.
• Familiarity with financial regulatory compliance and risk management practices.
• Core Behaviors: A "customer-first" mindset, a high degree of integrity, and the ability to take personal ownership of customer issues until resolution
  

What You'll Do (Responsibilities):

• Acts as the first point of contact to identify potential new customers and/or potential new products and services to existing customers (leads) through any interaction with customers.
• Supports and manages the post-sales customer lifecycle. This includes ongoing assistance, customer renewals, product improvements, and up- and cross-selling to maintain customer loyalty and satisfaction.
• Facilitates a smooth customer onboarding process, ensuring an easy introduction for the Customer from the outset.
•  Analyze customer data and feedback to identify trends, pain points, and opportunities for improvement.
•  Maintain accurate records of customer interactions and retention efforts in a CRM system.
• Provide tailored responses to meet our customers' needs throughout their relationship - constantly delivering added value through focused customer outcomes.
• Using your active listening skills to understand and support customers so that their needs are understood - and service standards are excelled
• Generate when necessary, review, and issue accurate invoices to clients according to contractual terms and company policies.
• Work closely with commercial, operations, and other customer excellence teams to maintain alignment on billing information and resolve discrepancies.
• Prepares daily, monthly, and other periodic billing summary reports and financial statements. Maintains, monitors, and analyzes account records.
• Conduct regular audits of billing data to ensure accuracy and compliance.
• Conduct regular analysis and reconciliation of billing data to ensure accuracy and completeness.
• Investigate billing discrepancies by reconciling invoices, purchase orders, contracts, and service agreements when necessary

• What We Offer (Benefits):

• Hybrid role from our office based in Cluj -Napoca
• Competitive compensation and benefits aligned with experience.
• Opportunities for continuous learning and professional growth.

Category: Customer Support