Customer Excellence Representative (German language)

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre 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 225000 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 story while evolving your skills in a culture that will welcome your unique contributions If so lets start the conversation.

Iron Mountainis seeking a highly motivatedCustomer Excellence Representativeto join our Customer Excellence this role you will be responsible for providing end to end Support for all Service Support Customer Onboarding Billing Issue Resolution Collection Order Placement Destructions Customer Self-Service Platforms and any other operational-related queries and processes on time ensuring you provide professional helpful and empathetic service through first-class customer communication using all available channels of communication (email phone call chat online meeting etc.).

What Youll Bring (Skills & Qualifications)
Advanced PC skills: MS Office CRM platforms (Salesforce is a plus).
Basic knowledge of administrative processes (orders archiving document destruction logistics).
Excellent written and verbal communication skills: German - advanced and English

Attention to detail organization and solution-oriented mindset.
Ability to work efficiently in an international and dynamic environment.
Critical thinking proactivity and a positive can-do attitude.
Empathy patience and strong customer focus.
Ability to prioritize tasks and meet deadlines.
Team spirit and openness to continuous learning.

Job Description

What Youll Do (Responsibilities)

Manages customer inquiries across all channels including phone calls emails live chats online meetings etc.

Ensures every interactionregardless of the mediumis prompt accurate and professional.

Facilitates a smooth onboarding process from day one.

Conducts formal customer training sessions to ensure users are proficient in our tools and can optimize their activities using the product (example: IM Connect).

Processes service orders (e.g. box retrieval/delivery document destruction digital archiving) in line with internal procedures.

Proactively reaches out via phone and email to provide status updates and manage expectations regarding delays.

Resolves complex customer complaints by investigating root causes. Thoroughly documents details in Salesforce and follows the internal escalation process to ensure timely resolution.

Analyzes customer data and feedback to identify trends or pain points. Identifies at-risk customers and implements targeted retention strategies to prevent churn.

Maintains accurate real-time records of all calls meetings and interactions in Salesforce.

Ensures strict adherence to SLA requirements data privacy standards and security regulations

Partners with Sales Account Management Operations Billing IT and other teams to streamline processes and meet customer needs.

Serve as the primary point of contact for clients regarding billing disputes utilizing phone calls meetings and emails to provide transparent communication and resolve issues promptly

Investigate and reconcile discrepancies across invoices purchase orders and service agreements with a focus on accuracy and a first-contact resolution mindset
Uphold the companys image by maintaining ethical conduct customer focus and promoting Iron Mountains brand values.


What We Offer (Benefits)
This role is located in Cluj -Napoca Romania.

Fixed-term contract 2 years (maternity cover) with the possibility of extension.
Competitive compensation and benefits aligned with the experience.
Opportunities for continuous learning and professional growth.

Call to Action:
If you are a motivated customer-focused individual ready to deliver world-class service apply today to join the Iron Mountain team!