Customer Care Representative

We are currently seeking an experienced Customer Care Representative to join our team in Livingston.

This is a fixed-term contract for 12 months

Job summary

As a Customer Care Representative, you will be the first point of contact for our business to business clients, primarily via telephony. Your key focus will be to efficiently resolve customer queries and provide accurate information on our secure storage, information management, and logistics services. You will handle a variety of inquiries, striving for first call resolution whenever possible, ensuring a seamless and positive experience for every client.

Your role in our mission

• Serve as the first point of contact for our business to business (B2B) clients, primarily through telephony channels.
• Efficiently resolve customer queries and provide accurate information regarding our secure storage, information management, and logistics services.
• Strive for first call resolution on a wide range of inquiries, ensuring a seamless and positive client experience.
• Accurately document customer interactions and update client records within our systems.
• Collaborate with internal teams to accelerate and resolve complex customer issues when necessary.

Valued skills and experience

• Proven experience in a customer service or call centre environment.
• Excellent telephony skills with a clear and professional communication style.
• Demonstrated ability to resolve customer queries effectively and efficiently.
• Strong problem solving skills and an ability to think on your feet.
• Proficiency in using CRM software and other relevant customer service tools.

What's in it for you?

• Consistent Schedule: Monday to Friday, 8:30 AM to 5 PM shift.
• Competitive Salary rewarding your expertise and dedication.
• Hybrid working: Split your time between the office and home after 12 weeks.
• Generous Leave: 23 days annual leave plus bank holidays, increasing with length of service.
• Your Well being First: We offer Private Medical Insurance and a confidential Employee Assistance Program (EAP) for you and your family's health and life needs.
• Secure your Future: Benefit from our generous pension scheme, with Iron Mountain contributing 6.5%, plus Life Assurance covering four times your annual salary.
• Perks for Your Lifestyle: Voluntary benefits such as Dental Insurance, a Bike to Work scheme, fitness membership discounts and an Electric Vehicle scheme.

Category: Customer Support

Iron Mountain is 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.

Requisition: J