Customer Care Specialist

About the role

Iron Mountain is looking for an empathetic, solutions‑focused Customer Care Specialist to join its Customer Care team in Bogotá. You will be the primary point of contact for clients across phone, email and digital channels, ensuring every interaction is handled with professionalism and care.

Key responsibilities

• Manage customer cases using Salesforce Service Cloud and other designated platforms, resolving inquiries, complaints and service requests efficiently.
• Take ownership of issues from initial contact through resolution, providing clear communication and regular updates.
• Support account closure requests by explaining processes, coordinating with cross‑functional teams and tracking actions.
• Prioritize service incidents based on urgency and impact, maintaining meticulous records of decisions and commitments.
• Promote digital adoption by guiding customers on Iron Mountain tools and encouraging self‑service options.

Required profile

• At least 1 year of experience in customer service, support or a contact‑center environment.
• Advanced English communication skills (spoken and written) at B2+ level or higher.
• High school diploma or equivalent.
• Strong analytical, problem‑solving and organizational abilities with keen attention to detail.

Required skills

• Proficiency with productivity tools.
• Experience with CRM platforms, preferably Salesforce Service Cloud.

What we offer

• Competitive compensation and benefits aligned with experience.
• Hybrid telework model (Monday‑Friday) with technology equipment provided for remote and office work.
• Comprehensive health, wellness and retirement plans.
• Supportive, inclusive environment with global collaboration opportunities.
• Opportunities for continuous learning, professional development and career growth.