Customer Care Country Lead

Iron Mountain (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

IRON MOUNTAIN (THAILAND) LTD. is proud to be one of the pioneers in the global information management business. More than 30 years ago our parent company, Brambles, developed the business in Australia. In 1991 business expanded to North America and by the end of the decade Brambles was operating in Europe and Asia. Expansion into South America was soon to follow. In 1999 Brambles brought all of its information management businesses together under the Recall name. Once a collection of independently run companies, today we’re an integrated information management company based in Atlanta, Georgia, operating in 23 countries across five continents. The pioneering spirit of our parent company serves us well today. Recall has pioneered a whole new way of managing information for companies around the globe. We bring together the best in people, technology, industry experience and a real passion for quality.

About this position

At Iron Mountain, we are looking for a Customer Care Country Lead to provide expert customer service and manage inquiries effectively while contributing to our growth and commitment to quality.

Responsibilities

• Respond to customer inquiries via telephone, email, or website chatbot with a commitment to quality and service standards
• Managing customer’s questions and feedbacks
• Handle routine and complex customer issues, providing clear solutions and expert guidance
• Analyze customer needs and coordinate with other departments for advanced solutions
• Utilize customer relationship management (CRM) tools and databases to track and research customer interactions
• Operates and manages Iron Mountain Thailand Case Management System:
• i) Citrix/Salesforce.com (SFDC)
• ii) Ensure timely lodgement; follow up actions, analysis and communication with all Iron Mountain Thailand departments and clients
• Manage, track and resolve all requests raised by customers
• Ensure all information provided in the Case Management System and to other departments is accurate and precise
• All communication is recorded and captured in Case Management System Billing Matters
• New Rates Entry/Updating of Rates
• New Onboarding/Account Creation
• Update of Account Details
• Continuously review and suggest improvements to processes, practices and procedures that positively impact our customer experience
• Work with line manager or other department heads (where applicable) to implement improved processes to continually improve service levels in the department
• Provide timely and accurate reports to Head of Department (HOD)

Requirements

• Requires advanced skills and expertise in a variety of work processes or activities
• Generates new and innovative solutions to complex problems
• Works autonomously within established procedures and practice