Customer Excellence Agent with German

The ideal candidate will have:
Sound experience in a contact center, customer services environment, or administrative background.
Language Skills: B2+ level English proficiency and B2+/C1 level German language skills.
Technical Proficiency: Computer literacy in Microsoft Office or G Suite, with a basic level of technological understanding.
Functional Skills: Strong written and oral communication, thorough investigative and analytical skills, and the ability to multi-task in a fast-paced environment.
Mindset: A flexible "customer first" team player who acts with integrity and takes personal ownership of customer issues.

Iron Mountain is seeking a motivated and customer-centric Customer Excellence Representative to join our Customer Excellence team. In this role, you will be responsible for providing exceptional end-to-end customer service, acting as the first point of contact for all enquiries, and ensuring total customer satisfaction through prompt resolution or appropriate escalation.

In this role, you will:
First Touch Resolution. Own and investigate customer-generated issues across all Iron Mountain products, using critical thinking to identify solutions and attempting to resolve enquiries during the first contact.
Omni channel Communication. Service customer queries via telephone, email, and Live Web Chat, providing information on services, processing requests, and answering invoice-related questions.
Cross-Functional Collaboration. Liaise with regional districts, sales, operations, and IT departments to support the resolution of complex queries in a timely and professional manner.
Platform Support & Administration. Support customers on online platforms (such as Communities, Iron Mountain Connect, and Highradius) while maintaining accurate customer data and inventory administration.
Process Improvement. Actively seek ways to improve processes, reduce waste, and drive self-serve initiatives to improve service quality and reduce costs.


What We Offer (Benefits):

Location: hybrid in Cluj, Romania.
Flexible Work: Ability to work shifts needed to support customer and business needs.
Growth: Opportunities for continuous learning and professional growth within the Customer Excellence function.
Culture: A professional environment that promotes inclusion, teamwork, and safety.
Compensation: Competitive compensation and benefits aligned with experience.