About the Role We are seeking a dedicated professional to join our team as a Bilingual Customer Service Agent. In this role, you will be responsible for providing exceptional customer service and support to our clients from around the world. Job Description - Manage responses to internal and external customers in a timely manner, ensuring efficient administration of cases generated through the CRM Service Cloud platform of the Salesforce suite. - Provide service and support in the resolution of account closure cases, guaranteeing resolution and continuity of service excellence. - Prioritize claims and incidents reported by customers, acting with 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 the different areas of operations and business of the company, to maintain 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. Required Skills and 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, in order 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 Benefits - 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 at Iron Mountain, 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 (from Portal 80 to the office and back) for face-to-face working days - Technology equipment and accessories for the development of the assigned tasks - Opportunities for professional development and growth Others We are committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.