Job Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That\xe2\x80\x99s why we need smart, committed people to join us. Whether you\xe2\x80\x99re 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 225,000 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 stor\xe2\x80\x8by while evolving your skills in a culture that will welcome your unique contributions? If so, let\'s start the conversation.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 DoFirst point of contact for general enquiries (via call & email)Managing customer\xe2\x80\x99s questions and feedbacksOperates and manages Iron Mountain Malaysia Case Management System:-i) Service Requisition Tracking (SRT)/ (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 timelinesEnsure all information provided in the Case Management System and to other departments is accurate and preciseAll communication is recorded and captured in Case Management System Billing MattersNew Rates Entry/Updating of RatesNew Onboarding/Account CreationUpdate of Account Details OthersSRT/SFDCManage, 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 SystemSITEnsure 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 exceededEscalate in-depth and difficult requests to achieve an agreed outcomeAll communication is recorded and captured in Case Management SystemContinuous ImprovementContinuously 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/AnalysisProvide 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 SystemsOthersParticipate and implementation of Global Care & CX Initiatives ImplementationOne 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 activitiesTo arrange and perform backup duties as and when required with approval from HODPromote ReQuest WebResponsible for self and team\xe2\x80\x99s 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 adheredWhat You Will Bring To Our RoleExcellent communication skills, both verbal and written EnglishAbility to pay attention to detail, while not losing sight of the bigger picturePreferably a Malaysian Citizen and residing in Malaysia2 years of relevant working experienceCategory: Customer Support

Iron Mountain