Job 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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Iron Mountain is seeking a dedicated Customer Excellence Representative to join our Customer Care team. In this role, you will be responsible for providing first-touch issue resolution, managing end-to-end customer enquiries across all Iron Mountain products, and driving high levels of customer satisfaction. You will work closely with regional district teams, customer care management, and cross-functional partners to promote a "customer first" culture.

What You’ll Do

In this role, you will:

• Deliver Customer Resolution: Serve as the primary point of contact via phone and email to investigate, troubleshoot, and resolve customer enquiries—including billing, order management, and digital platform support—delivering efficient end-to-end solutions on first contact whenever possible.
• Collaborate Cross-Functionally: Partner closely with internal Customer Excellence teams, regional district teams, and management to resolve complex disputes, streamline communication, and support collections processes.
• Maintain Compliance and Performance: Ensure all incoming requests are accurately processed in alignment with Standard Operating Procedures and agreed Service Level Agreements, proactively escalating at-risk items to management.

What You’ll Bring

The ideal candidate will have:

• Demonstrated Experience: Experience in a customer service, contact center, or client support role handling multi-channel enquiries (phone and email).
• Technical Expertise: Strong knowledge of customer service processes, digital platform support, and basic invoice or account management administration, and Computer Knowledge
• Proven Skills: Proven ability in critical thinking, root-cause problem solving, clear communication, and managing customer disputes with a professional and empathetic approach.
• Flexibility: Ability to work flexible shifts to support business needs and customer schedules.

What We Offer

• Location: Cape Town
• Compensation: Competitive compensation and benefits aligned with experience.
• Paid Time Off: Generous holiday and paid time off allocation.
• Growth: Continuous learning and professional development opportunities.

Apply Now

Ready to elevate the customer experience and grow your career with a global leader? Apply today to join the Iron Mountain team!

Category: Operations Group