At Iron Mountain, our team is committed to delivering exceptional customer service. We believe that work, when done well, makes a positive impact for our customers, employees, and the planet. "> 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. Our goal is to preserve valuable artifacts, extract more from inventory, and protect data privacy in innovative and socially responsible ways. As a Bilingual Customer Service Agent, you will play a critical role in supporting our customers. You will be part of a global workforce that embraces diversity and strives to create a culture of continuous improvement. Responsibilities: - Manage responses to internal and external customers, ensuring timely and efficient administration of cases generated through the CRM Service Cloud platform of the Salesforce suite and those defined for continuity and service attention. - Provide service and support in the resolution of account closure cases, ensuring resolution and providing continuity of service excellence. - Prioritize claims and incidents reported by customers, acting with a sense of urgency and maintaining traceability from start to finish. - Train, coach, and guide customers remotely in Iron Mountain service interaction, enabling the generation of high levels of service experience to efficiently and effectively support their business processes. - Coordinate and establish an efficient interaction with different areas of operations and business of the company, maintaining a collaborative work impacting the excellence of service experience to our customers. - Promote new technologies defined by the company, taking advantage of recurring instances of customer contact. Qualifications: - Academic bachelor's degree Advanced English at a conversational, reading, and writing level (B2+ and above). - Minimum 1 year of experience in areas of Service or Customer Service and/or Call center. - Desirable training related to handling, improvement, and process management. - High analytical skills. - Good use of office tools and excellent writing skills. - Excellent communication and teamwork skills. - Able to work in changing, challenging, and pressurized environments. - Focused on the voice and journey experience of the customer and their customer journey with the company, to deliver on the promise of value. - Passionate about service, with a genuine interest in understanding and identifying customer needs and seeking to satisfy them effectively. What We Offer: - Be part of an evolving global organization focused on transformation and innovation. - A support system where you have a safe place to voice your opinion, share feedback, and be truly authentic. - Global connectivity to learn from over 26,000 teammates in 52 countries. - Be part of a winning team that embraces diversity, inclusiveness, and our differences. - Competitive Total Reward offers to support your career, your family, your personal well-being, your financial well-being, and your retirement. - Monday through Friday workday under the hybrid mode of Telework (Remote and occasional in-office attendance). - Transportation service for face-to-face working days. - Technology equipment and accessories for task development. - Opportunities for professional development and growth. Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations worldwide. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Our goal is to help lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions. Customer Journey: 1. Attend and support our customers from the Customer Care department, executing daily tasks involving customer care and support according to global strategies and standards. 2. Deliver an extraordinary service experience. 3. Collaborate with different areas of operations and business to maintain a collaborative work impacting the excellence of service experience. 4. Enhance customer satisfaction through prompt and effective communication.