Customer Care Specialist

• Providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues.
• Owning and investigating customer generated issues across all IM products, use critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant business area where first touch resolution is not possible.
• Handles the clean up and catch up regarding the customer requests and customer related escalations
• Liaising with the various teams to support the resolution of customer queries in a timely and professional manner
• To 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.
• Promote the Iron Mountain brand and value proposition.
• Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where required
• Ensure accurate data capture/reporting for both internal and external stakeholders
• Builds effective customer relationships

Skills and Qualifications:
• At least diploma or bachelor's degree in Business Administration, Marketing or any equivalent
• At least 2 years experience in customer service, customer support or B2B customer support
• Background in handling local accounts
• Background in the industry of Logistics, Warehouse, Manufacturing or equivalent is needed for the role
• Strong skills in using Google Suite or Microsoft / O365 Suite
• Strong phone contact handling skills and active listening
• Good understanding and comprehensive background with systems (Salesforce, Oracle etc)
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to work independently
• Ability to multitask, prioritize, and manage time effectively
• Ability to adapt and to handle clean up's
• Willing to work in Carmona, Cavite (Morning Shift only, Monday to Friday)