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 stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Ecommerce Customer Service Agent
About the Role:
We’re looking for a proactive and customer-obsessed professional to own our customer service operations across multiple marketplaces and countries. This role is ideal for someone who thrives in fast-paced environments, enjoys problem-solving, and acts as the internal advocate for our customers—ensuring their voice drives continuous improvement across teams.
Key Responsibilities:
Problem Solving and Issue Resolution:
1. Act as the primary advocate for our customers, ensuring every issue is addressed with empathy and urgency.
2. Manage and resolve complaint tickets, coordinating with internal teams to identify root causes and deliver effective solutions.
3. Track all complaints, providing insights to management for process improvement.
4. Escalate urgent issues and follow through until resolution.
5. Anticipate potential roadblocks and proactively propose solutions to maintain customer satisfaction.
6. Monitor and report on marketplace customer service KPIs and quality metrics, ensuring service standards are consistently met or exceeded.
7. Provide support and cover for teammates during holidays or absences to ensure continuity of service.
Ecomm:
8. Ensure all eCommerce listings are accurate, well-priced, and updated, collaborating with tech and operations teams for correct product specs.
9. Deliver fast, professional, and high-quality customer service through all marketplace channels.
10. Coordinate with the shipping and logistics teams to guarantee timely deliveries and pickups.
The ideal candidate will possess the following:
11. 1+ year of experience in Customer service.
12. Strong Microsoft Office and system navigation skills.
13. Excellent written and verbal communication skills in English (German is a plus).
14. Strong business acumen and technical aptitude.
15. Demonstrated ability to work independently, stay organized, and manage multiple priorities simultaneously.
16. Proven track record of meeting or exceeding targets and maintaining high service standards.
17. Customer-centric mindset with an energetic, solutions-oriented personality.
18. Comfortable working in a fast-changing environment with high demands.
19. Attention to detail and strong organizational skills
Category: Customer Support