Customer Service Representative

About This Role

The Customer Care Executive will be performing customer service activities by coordinating and working closely with all internal departments. Customer CARE helps Iron Mountain deliver outstanding customer support and develop customer satisfaction. Customer CARE serve as one of the key liaisons between Iron Mountain 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 Case Management System:-
• i) (SFDC)
  
  ii) Ensure timely lodgement; follow up actions, analysis and communication with all Iron Mountain departments and clients.

• Manage, track and resolve all requests raised by customers.

• All requests are to be logged, processed and assigned to relevant departments 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
• Manage, track and resolve all request raised by customers.
• All requests are to be logged, processed and assigned to relevant department, within Iron Mountain 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
• 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

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 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 GSRS 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
• 3 years of relevant working experience