Customer Excellence Representative

ZAF | Cape Town | Cnr Paris & Rome Streets

Full time

J

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

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.

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.

• 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.

Category:
Operations Group

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, 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.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement,

Requisition: J