Job Description

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences among us. And here, we'll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can't wait to hear about YOU.

About This Role
The Customer Care Executive (1 year renewable contract) will be performing customer service activities by coordinating and working closely with all internal departments. Customer CARE helps Iron Mountain Malaysia deliver outstanding customer support and develop customer satisfaction. Customer CARE serve as one of the key liaisons between Iron Mountain Malaysia and its customers, working with sales and accounts receivable and accounts payable teams to drive repeat customers and help organizations meet profitability goals.

What You Will Do

First point of contact for general enquiries (via call & email)

Managing customer's questions and feedbacks

Operates and manages Iron Mountain Malaysia Case Management System:-

i) Service Requisition Tracking (SRT)/Salesforce.com (SFDC)

ii) Ensure timely lodgement; follow up actions, analysis and communication with all Iron Mountain Malaysia departments and clients.

Manage, track and resolve all requests raised by customers.

All requests are to be logged, processed and assigned to relevant departments via SRT within Iron Mountain Malaysia for response or feedback within agreed timelines

Ensure all information provided in the Case Management System and to other departments is accurate and precise

All communication is recorded and captured in Case Management System Billing Matters

New Rates Entry/Updating of Rates

New Onboarding/Account Creation

Update of Account Details Others

SRT/SFDC

Manage, track and resolve all request raised by customers.

All requests are to be logged, processed and assigned to relevant department via SRT within Iron Mountain Malaysia for response or feedback within agreed timelines.

Ensure all information provided in Case Management System and to other department is accurate and precise.

All communication is recorded and captured in Case Management System

SIT

Ensure that appropriate and adequate communication takes place in all request resolutions.

This includes the recording of all communications between the various parties and all information taken into consideration.

Ensure client is provided with accurate information.

Ensure customer expectations are met and where possible exceeded

Escalate in-depth and difficult requests to achieve an agreed outcome

All communication is recorded and captured in Case Management System

Qualtrics

Attend survey sampling size

Execute day to day customer transaction survey, follow-up, and implement action plans and analysis of the survey.

Ensure that a first-class service is delivered to all customers through the team.

To manage the support, advice and information provided by the Customer CARE team to account handlers and to maintain a strong relationship with the account managers

Continuous Improvement

Continuously review and suggest improvements to processes, practices and procedures that positively impact our customer experience.

Work with line manager or other department heads (where applicable) to implement improved processes to continually improve service levels in the department.

Reports/Analysis

Provide timely and accurate SRT/SIT/Qualtrics reports or any other related reports to Head of Department (HOD).

Manage and track reports & dashboards in Case Management Systems

Others

Participate and implementation of Global Care & CX Initiatives Implementation

One of the points of contact for internal and external client, taking responsibility for all requests and seeing it through to successful resolutions with SLA.

Professionally handle requests from customers (internal and external) and ensure that requests are resolved both promptly and accurately.

Timely and active communicate any late/delayed activities

To arrange and perform backup duties as and when required with approval from HOD

Promote ReQuest Web

Responsible for self and team's effective telephone etiquettes and email etiquettes.

To ensure compliance to policies and procedures relating to ISO in the conduct of departmental activities to observe the Quality Management System and for continual improvement.

To ensure all local FSSHE requirements, policies and procedures are being met and adhered

What You Will Bring To Our Role

Excellent communication skills, both verbal and written English

Ability to pay attention to detail, while not losing sight of the bigger picture

Preferably a Malaysian Citizen and residing in Malaysia

2 years of relevant working experience

Category: gja_Customer Support