At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

Iron Mountain Incorporated (NYSE: IRM), founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organisations around the world, and with a real estate network of more than 85 million square feet across more than 1,400 facilities in over 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artefacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centres, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a more digital way of working.

Organisations across the globe trust us to store and protect information and assets. Thousands of local enterprises work with us, as does almost all of the FORTUNE 1000. From critical business information to geological samples, works of fine art to original recordings of treasured artists, our customers can rely on us to protect what they value and help unlock its potential.

Passion To Protect
We treat the information and assets of our customers as if they were our own.

• We invest in security technology.
• We conduct background checks on all employees and provide ongoing security training.
• We submit to third party security audits to enhance our security culture.
• We follow and help set the strictest industry standards for safeguarding information and data privacy.

Position Requirements:

• Education: High School Diploma as a minimum, Bachelor’s Degree preferred
• Experience: Minimum 2-3 years of experience in Customer Service

Knowledge and Skills:

• Proficient in English, Arabic is a plus
• Proficient in MS Office Applications
• Good communication and problem-solving skills
• Attention to Detail
• Experience in Records and Information Management is a plus
• Ability to multi-task, prioritise and manage time effectively
• Stress tolerance and the ability to maintain satisfactory work standards under pressure

Summary of Essential Functions:

• Request Fulfilment (Work Order Create/Close).
• Manage Small Accounts.
• Lead generation through Business User Communication.
• Payment Escalations.
• Renew Contracts and Purchase Orders.

Specific Duties, Activities, and Responsibilities:

• Handle customer email and web order requests, verify them thoroughly before submitting them to Logistics for scheduling, generate a Work Order and send a schedule confirmation to the customer.
• Generate a ticket number and close it once completed to trigger sending a survey to the customer as per the schedule set in the Qualtrics.
• Obtain and evaluate all relevant information to handle product and service inquiries from internal and external customers received through call or email.
• Communicate and coordinate with internal departments to close customer inquiries/complaints.
• Keep records of internal and external customer interactions and file documents.
• Follow communication procedures, guidelines, and policies.
• Resolve product or service problem by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication with the customers.
• Go the extra mile to engage customers to use our service if they haven’t for a long time, participate in our webinars and customer satisfaction survey.
• Provide quotation, draft proposals to the accounts assigned to him/her.
• Prepare, follow up and conclude Renewal Contracts, as well as follow up on any client PO issuance prior to expiry.
• Follow-up on payments and escalate to decision-makers as required.
• Collaborate with Commercial Team Members on any Pricing Actions

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, colour, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

Reasonable Accommodation:

Iron Mountain is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request reasonable accommodation if you are unable or limited in your ability to use or access the Iron Mountain Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

Location: Dubai, UAE
Category: Sales Operations (SO)

Additional Requirements

• Proficient in English
• Arabic is a plus
• Proficient in MS Office