Representative, Customer Service

3 days ago

PHL Carmona Factory Unit Area C Southwoods Industrial Park, Philippines Iron Mountain Full time $40,000 - $60,000 per year

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're 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​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

In this role, you will be responsible for acting as the link between our clients and internal teams, using strong service skills to handle core customer communications while generating actionable data insights to improve service quality and adherence to Service Level Agreements (SLAs).

The Customer Operations team is the frontline of the customer experience, using a combination of service excellence and data analysis to ensure accurate, timely, and high-quality service delivery.

What You'll Do

In this role, you will:

  • Manage Customer Communication and Coordination: Handle all inbound and outbound customer communication, including order intake, coordination, and basic support, ensuring timely responses and effective issue resolution while building strong customer relationships.

  • Generate and Present Data Insights: Generate and analyze daily, weekly, and monthly reports using Microsoft (MS) Excel (specifically Pivot Tables, VLOOKUP, and advanced formulas) to track service metrics, client performance, and operational Key Performance Indicators (KPIs).

  • Collaborate for Seamless Service: Partner with cross-functional teams (Operations, Sales, Finance) to ensure accurate service delivery, monitor and help improve adherence to Service Level Agreements (SLAs), and maintain accurate records in Customer Relationship Management (CRM) systems like Salesforce.

What You'll Bring

The ideal candidate will have:

  • One to three years of experience in customer service, sales support, or data reporting roles, with a focus on customer retention and service quality improvement.

  • Strong knowledge of Microsoft (MS) Excel for data analysis and reporting, including proficiency in VLOOKUP and Pivot Tables.

  • Proven ability in communication and interpersonal skills, with fluency required in both Thai and English.

  • Bachelor's degree in Business, Data Analytics, Logistics, or a related field.

What We Offer

  • Competitive compensation and benefits aligned with the experience.

  • Opportunities for continuous learning and professional growth.

Call to Action

If you possess a customer-first mindset and love using data and Excel to solve problems and enhance service quality, apply to be our next Customer Care Analyst today

Category: Customer Support

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