Customer Care Associate with Dutch (Fixed term 2 years)

We are looking for an exceptional Customer Service Associate for back-office tasks, who will deal with customer enquiries and requests, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction.


What you will bring into the role

• Good written and oral communication skills in Dutch (B2-C1) and English.
• Good interpersonal skills.
• Flexible and customer first team player.
• Computer literate – Microsoft Office/G Suite.
• Thorough investigative skills.
• Sound analytical skills.
• Confident in multi-tasking.
• Basic level of technological understanding.
• Sound experience in a contact centre, customer services environment or administrative background is preferrable.

What you will do

• Through incoming customer emails via Salesforce, provide information about services, take, enter and process orders in a timely and accurate manner and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
• First touch issue resolution - owning and investigating customer generated issues across all IM products, using critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant IM Department where first touch resolution is not possible.
• Liaising with the in country team to support the resolution of customer queries in a timely and professional manner.
• Email Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their service.
• Provide technical support for online self-serve enquiries, update.
• Communicators - internal tracking process to resolve customers enquiries.
• Maintain a comprehensive product knowledge.
• Promote a ‘customer first’ approach to all activities carried out.
• Ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas.
• Supporting the Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.
• Effective case management in adherence with agreed SLA’s.

What we offer

• Be part of an ever evolving global organization focused on transformation and innovation.
• A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
• Global connectivity to learn from 26,000+ teammates across 52 countries.
• Be part of a winning team who embrace diversity, inclusion, and our differences.
• Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing.
• The possibility of working from home.

Iron Mountain ajută organizaţiile din toată lumea să reducă deficienţele, riscurile şi costurile asociate cu administrarea informaţiilor pe suport fizic şi digital ale acestora.
Soluţiile noastre de administrare a informaţiilor vor permite companiei sau organizaţiei dvs. să protejeze şi să-şi optimizeze informaţiile, să asigure recuperarea datelor şi conformitatea legală folosind informaţiile curente.
Fondată în 1951, Iron Mountain administrează miliarde de informaţii valoroase, inclusiv documente de afaceri, fişiere electronice, date medicale, e-mailuri şi alte tipuri de date, pentru organizaţii din toată lumea.
Organizaţii din toate industriile majore şi de toate mărimile.

În prezent protejăm şi oferim acces la peste 12 milioane de metri cubi de documente pe suport de hârtie, 10 miliarde de e-mailuri, 65 de milioane de benzi magnetice pentru copii de siguranţă de pe computer, 2,5 de milioane de PC-uri şi 20.000 de servere şi lista creşte rapid.

Noi stocăm în siguranţă unele dintre cele mai valoroase artefacte istorice ale lumii, comori culturale, documente de afaceri şi documente medicale. Pentru a proteja şi a interpreta în mod adecvat aceste informaţii, avem la dispoziţie 21.000 de profesionişti în toată lumea şi menţinem o infrastructură de neegalat care include peste 1000 de depozite, 10 centre de date şi 3500 de vehicule.

Experienţa, cunoştinţele şi reputaţia noastră in domeniu, datorită stadardelor riguroase de securitate, face ca noi să fim unul dintre liderii mondiali în furnizarea de:

Stocare şi administrare a documentelor
Protecţie şi recuperare a datelor
Distrugere confidenţiala a informaţiilor
Lucrăm continuu pentru a ne asigura că partenerii noştri beneficiază la maxim de informaţiile lor, reducând, în acelaşi timp, costurile şi riscurile asociate cu stocarea şi protejarea acestora.