Customer Support Senior Analyst ( German language)

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre looking to start your career or make a change talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert sustainable solutions in records and information management digital transformation services data centers asset lifecycle management and fine art storage handling and logistics. We proudly partner every day with our 225000 customers around the world to preserve their invaluable artifacts extract more from their inventory and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions If so lets start the conversation.

Iron Mountainis seeking a highly motivatedCustomer Support Senior Analyst with German to join our Customer Excellence this role you will be responsible for providing timely responses to customer inquiries by telephone email or website chatbot in an in- or outbound contact/service center consistent with service and quality standards. Resolves mostly routine and some non-routine more complex problems and communicates solutions or requested information to the customer. Analyzes a customers service needs and refers to other service or technical departments for follow up as needed.

What Youll Bring (Skills & Qualifications)
Advanced PC skills: MS Office CRM platforms (Salesforce is a plus).
Basic knowledge of administrative processes (orders archiving document destruction logistics).
Excellent written and verbal communication skills: German - advanced and English

Attention to detail organization and solution-oriented mindset.
Ability to work efficiently in an international and dynamic environment.
Critical thinking proactivity and a positive can-do attitude.
Empathy patience and strong customer focus.
Ability to prioritize tasks and meet deadlines.
Team spirit and openness to continuous learning.

What Youll Do (Responsibilities)

Multi-Channel Communication: Manages customer inquiries across all channels including phone calls emails live chats online meetings etc. Ensures every interactionregardless of the mediumis prompt accurate and professional.

Onboarding & Technical Training: Facilitates a smooth onboarding process from day one. Conducts formal customer training sessions to ensure users are proficient in our tools and can optimize their activities using the product (example: IM Connect).

Value Promotion & Education: Continually educates customers on the value of the companys products and services to drive long-term adoption and brand loyalty.

Order & Service Management: Processes service orders (e.g. box retrieval/delivery document destruction digital archiving) in line with internal procedures. Proactively reaches out via phone and email to provide status updates and manage expectations regarding delays.

Conflict Resolution & Escalation: Resolves complex customer complaints by investigating root causes. Thoroughly documents details in Salesforce and follows the internal escalation process to ensure timely resolution.

Retention & Data Analysis: Analyzes customer data and feedback to identify trends or pain points. Identifies at-risk customers and implements targeted retention strategies to prevent churn.

Data Integrity & Compliance: Maintains accurate real-time records of all calls meetings and interactions in Salesforce. Ensures strict adherence to SLA requirements data privacy standards and security regulations.

Cross-Functional Collaboration: Partners with Sales Account Management Operations Billing IT and other teams to streamline processes and meet customer needs.

Professionalism & Ethics: Upholds the company image through ethical conduct a customer-first mindset and promotion of brand values.

Operational Support: Performs additional tasks or responsibilities reasonably requested by their manager or other leadership roles to support departmental goals.

What We Offer (Benefits)
This role is located in Cluj -Napoca Romania.
Competitive compensation and benefits aligned with the experience.
Opportunities for continuous learning and professional growth.

Call to Action:
If you are a motivated customer-focused individual ready to deliver world-class service apply today to join the Iron Mountain team!

Category: Customer Support

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1