At a Glance
- Tasks: Help customers resolve issues and enhance their experience with our brand.
- Company: Join Iron Mountain, a leader in sustainable records and information management solutions.
- Benefits: Enjoy hybrid working, competitive salary, generous leave, and wellness perks.
- Other info: Flexible hours, supportive culture, and opportunities for professional development await you.
- Why this job: Be part of a mission-driven team that values your unique contributions and growth.
- Qualifications: Experience in customer service or contact centre roles; strong communication and analytical skills required.
The predicted salary is between 28800 - 42000 £ per year.
Overview
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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let\'s start the conversation.
Job summary
In this pivotal role, you will act as a subject matter expert, using your knowledge of our business, products, and systems to investigate and resolve customer issues while proactively identifying and implementing retention solutions. You\'ll play a critical role in preserving and growing our customer base by ensuring a seamless, positive experience, mitigating account closures, and reinforcing the value of the Iron Mountain brand.
Your role in our mission
Serve as the primary point of contact for customer issues, using critical thinking to provide timely and effective resolutions while promoting a \"customer first\" approach.
Analyse the root cause of customer issues and implement remedial actions to prevent recurring problems and mitigate the risk of account closure.
Collaborate with various internal teams to support the timely resolution of customer queries and ensure a professional flow of communication.
Develop and maintain extensive knowledge of all company products, processes, and procedures to act as a subject matter expert across all business functions.
Manage a targeted approach to customer retention, adhering to agreed-upon service level agreements (SLAs) and performance metrics (KPIs).
Qualifications
Significant experience in a contact centre, customer service, or an administrative role.
A strong negotiator with the tenacity and confidence to challenge and influence team success.
Previous experience in a similar retentions or sales role would be an advantage
Proven analytical and investigative skills to identify root causes and implement solutions.
Strong written and oral communication skills with the ability to build effective customer relationships.
Proficiency with Microsoft Office or G-Suite applications.
Ability to work as a flexible, customer-first team player.
Benefits
Consistent Schedule: Monday to Friday, with operational hours being between 8am & 6pm
Competitive Salary Rewarding your expertise and dedication.
Hybrid working: Split your time between the office and home
Generous Leave: 23 days annual leave + 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: Enjoy a range of voluntary benefits like Dental Insurance, a Bike to Work scheme, fitness membership discounts, and an Electric Vehicle Scheme.
Customer Retentions Specialist in Livingston employer: Iron Mountain
Iron Mountain is an exceptional employer that prioritises the well-being and growth of its employees, offering a supportive work culture where your contributions are valued. With a competitive salary, generous leave, and a hybrid working model, you can enjoy a balanced lifestyle while developing your skills in a role that directly impacts customer satisfaction and retention. Join us in a mission-driven environment that not only focuses on professional development but also cares for your health and future through comprehensive benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retentions Specialist in Livingston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Iron Mountain. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Iron Mountain before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Retentions Specialist in Livingston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Iron Mountain:Your cover letter is your chance to shine! Tell us why you want to work at Iron Mountain specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Iron Mountain!
How to prepare for a job interview at Iron Mountain
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
