Associate, Customer Care

This position is responsible for governance of the all cases processed by the contracts team. Ensure customers & internal stakeholder's requirements are resolved in accordance with service level agreements and performance metrics. The position will be supporting internal and external customers with audit and route cause analysis to improve performance. This position requires multitasking abilities, being flexible tochange, Sound reading comprehension of emails, strong system skills, reliability,excellent keyboarding skills, paying attention to details and interpersonal ability with good oral and written communication. Key Areas of Responsibility Research and pull various reports and documents from internal systems based on client request and requirement Audit – Responsible for auditing accounts that are created as part of the account creation process Import, consolidate, format and analyze customer data from multiple systems using Excel Attention to detail needed while working on each request Provide excellent Customer Service to internal customers Communicate effectively with company employees regarding proper required information and instructing them on proper procedures Maintain records for customer interaction, recording details including the actions taken on every request Skills Required Sound reading comprehension and Excellent verbal (oral) and written communication skills Speed and accuracy of data input experience required - Excellent keyboarding skills Proficient with MS programs - Microsoft Excel and Microsoft Outlook (Other system experience is a plus) Flexible- adapts well to change. Ability to handle various tasks in a fast-paced, ever changing environment Strong analytical and organizational skills with attention to detail Excellent problem resolution skills Responsiveness and sense of urgency Ability to think strategically, and act tactically Develop and maintain an in-depth knowledge of relevant IM process and procedures Complete all work to a high quality and exceed levels of customer satisfaction Qualification Required Any graduate with minimum 0 - 4 years' experience in customer support, or, BPO OPERATIONS

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts.