Customer Care Associate

About the role

Iron Mountain is looking for an empathetic, solutions‑driven bilingual Customer Care Associate to be the first point of contact for its diverse customer base. You will own client requests, guide accounts through complex service needs, and turn routine inquiries into exceptional experiences.

Key responsibilities

• Manage customer cases and resolve internal and external requests efficiently using Salesforce Service Cloud and other designated platforms.
• Support account continuity by handling closures, claims, and escalated issues with urgency and precision.
• Enable customer self‑service by coaching clients remotely on digital interaction tools.
• Partner with operations and business teams to ensure seamless service delivery and resolution.

Required profile

• 1+ year of experience in Customer Service, Customer Care, or Call Center environments.
• Advanced English proficiency (C1) in speaking, reading, and writing.
• High school diploma or equivalent.
• Strong analytical skills and excellent written communication.

Required skills

• Proficiency with Salesforce Service Cloud.
• Strong command of Microsoft Office tools.

What we offer

• Competitive compensation and benefits aligned with experience.
• Hybrid telework model offering flexible work arrangements.
• Technology equipment and accessories for remote and office work.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning, professional development, and career growth.