Customer Service Officer at Iron Mountain Ltd

Brisbane, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Omnichannel Support, Problem Solving, Needs Analysis, CRM Management, Active Listening, Critical Thinking, Adaptability, Verbal Communication, Written Communication, Customer Relationship Management

Industry

IT Services and IT Consulting

Description

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. We are seeking a dedicated, solutions-oriented Customer Services Officer to join our dynamic contact centre team. If you are passionate about helping people, thrive in a fast-paced environment, and love solving problems, we want to hear from you! What You’ll Do In this role you will: As a Customer Services Officer, you will be the voice of Iron Mountain. Working in our blended in- and outbound service centre, you will deliver high-quality support across multiple channels. Your daily responsibilities will include: Omnichannel Support: Provide timely, accurate, and professional responses to customer inquiries via telephone, email, and website chatbot. Problem Solving: Resolve mostly routine queries and confidently tackle more complex, non-routine problems to communicate effective solutions to our customers. Needs Analysis: Actively listen to and analyze customer service needs, resolving issues directly or escalating/referring to specialized technical departments for follow-up when necessary. Data & System Management: Utilize our CRM applications and databases to meticulously record customer interactions, track activities, and research product information. Quality Excellence: Meet and exceed established service level agreements (SLAs) and quality standards to ensure an exceptional customer experience. What You’ll Bring The ideal candidate will have: Experience: Proven experience in a customer service or contact centre environment (inbound/outbound). Tech-Savvy Skills: Comfort navigating CRM tools, databases, and multi-channel communication platforms (chatbots, ticketing systems). Communication: Exceptional verbal and written communication skills with a strong knack for active listening. Critical Thinking: The ability to analyse a situation, determine the root cause of an issue, and provide clear solutions. Adaptability: A positive attitude and the resilience to handle both routine tasks and complex customer escalations with patience and empathy. What We Offer Competitive salary and comprehensive benefits package. A supportive, inclusive, and collaborative team culture. Opportunities for professional growth and career advancement within a global organization. State-of-the-art tools and continuous training. Call to Action! Ready to help us secure the future? Click the [Apply Now] button to submit your resume. Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

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Responsibilities

The Customer Service Officer provides high-quality support across telephone, email, and chatbot channels to resolve routine and complex customer queries. Responsibilities include analyzing customer needs, managing data within CRM systems, and meeting established service level agreements.