Representative, Customer Care • Customer Support

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 an experienced and highly motivated Customer Care Agent  to join our team. The Customer Care Agent is responsible for delivering a high standard of customer service by managing orders, resolving complaints, providing clear and accurate information, and maintaining efficient communication with both internal and external customers via written and phone channels. The role involves frequent interaction through digital platforms (e.g., Salesforce), administrative support, and involvement in the onboarding and offboarding processes of customers.

What You'll Bring (Skills & Qualifications)

• English - advanced

• Swedish – intermediate/advanced level (written and spoken).

• Advanced PC skills: MS Office, CRM platforms (Salesforce is a plus).

• Basic knowledge of administrative processes (orders, archiving, document destruction, logistics)

• Excellent written and verbal communication skills.

• Attention to detail, organization, and solution-oriented mindset.

• Ability to work efficiently in an international and dynamic environment.

• Critical thinking, proactivity, and a positive can-do attitude.

• Empathy, patience, and strong customer focus.

• Ability to prioritize tasks and meet deadlines.

• Team spirit and openness to continuous learning.

What You'll Do (Responsibilities)

• Manage customer inquiries received via Salesforce or other channels (email, phone, chat etc.), ensuring prompt, accurate, and professional responses.

• Process service orders (e.g., box retrieval/delivery, document destruction, digital archiving) in line with internal procedures and deadlines.

• Log and manage customer requests and related tickets while ensuring compliance with SLA requirements.

• Resolve customer complaints and escalations by investigating root causes, thoroughly documenting cases, and escalating to relevant teams when needed.

• Proactively follow up and communicate order status and delays to keep customers informed and confident.

• Support customer onboarding and offboarding processes, ensuring smooth and coordinated transitions.

• Collaborate closely with local teams (operations, logistics, billing, IT) to efficiently meet customer needs.

• Continuously monitor open cases and identify opportunities for process improvement, actively participating in optimization initiatives.

• Keep customer databases and service status records up to date.

What We Offer (Benefits)

• Hybrid role, located in Cluj - Napoca

• Competitive compensation and benefits aligned with the experience.

• Opportunities for continuous learning and professional growth.

Category: Customer Support