Iron Mountain Off Campus for Associate role

Job Summary

• Evaluate each customer request and understand the scenario to provide right resolution.
• Responsible to update critical customer profile data in database systems based customer requests.
• Research and pull various reports and documents from internal systems based on client request and requirement.
• Responsible to ensure operational service delivery, custom support and reporting needs are met.
• Timely response to customers in professional manner
• Adhering to strict SLAs and timelines.
• Reporting and tracking of metrics such as monitoring SLA’s, tracking progress, providing periodic status reports to relevant parties.
• Mentoring – imparting your own experiences on to the team to guide them in support of our internal customers.
• Maintain records for customer interaction, recording details including the actions taken on every request.

Key Areas of Responsibility

• Sound reading comprehension and Excellent verbal (oral) and written communication skills.
• Attention to detail needed while working on each request
• Provide excellent Customer Service to internal customers
• Communicate effectively with company employees regarding proper required information and instructing them on proper procedures
• Speed and accuracy of data input experience required – Excellent keyboarding skills
• Proficient with MS programs – Microsoft Excel and Microsoft Outlook (Other system experience is a plus)
• Flexible- adapts well to change.
• Ability to handle various tasks in a fast-paced, ever changing environment
• Strong analytical and organizational skills with attention to detail
• Excellent problem resolution skills
• Responsiveness and sense of urgency
• Ability to think strategically, and act tactically
• Develop and maintain an in-depth knowledge of relevant IM process and procedures
• Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs
• Complete all work to a high quality and exceed levels of customer satisfaction
• A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity
• Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution
• Have pride in personal appearance / image, and seek to be professional in all dealings with colleagues and customers
• Strong interpersonal and diplomacy skills, positive attitude and teamwork driven
• Exhibit a superior level of total customer service and satisfaction for both internal support groups and external customers
• Effective time & prioritization management
• Ability to execute transactions and requests as per prescribed guidelines and timelines in order to meet the SLA and quality standards.
• Must exhibit a positive approach and the ability to work efficiently as an individual contributor

• Good communication Skills and Verbal Skills
• Good teamwork
• Problem solving
• Initiative and enterprise
• Planning and organizing
• Self-management
• Quick learning Skills
• Good technology Subjects.