Customer Experience Specialist

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.

Job Summary

Iron Mountain is seeking a highly skilled and empathetic Customer Excellence Specialist (BS3) to join our Customer Excellence (Service Management) team in Bangalore. In this role, you will be responsible for providing exceptional customer support, acting as the key point of contact for escalated customer concerns, and resolving complex issues efficiently to drive overall service quality.

You will join a dynamic, collaborative team dedicated to bridging the gap between customer needs and cross-functional solutions, ensuring positive and consistent experiences at every touchpoint.

What You’ll Do

In this role, you will:

• Deliver High-Quality Support: Handle complex customer inquiries and escalated concerns across phone, email, and chat channels, resolving issues efficiently while maintaining peak professionalism and driving customer satisfaction targets.

• Collaborate Cross-Functionally: Partner closely with internal, cross-functional teams to address systemic customer concerns, implement effective solutions, and identify strategic opportunities to enhance overall service processes.

• Maintain Standards & Policy Integration: Ensure compliance with organizational standards by actively assisting in developing, updating, and executing customer service policies and procedures.

What You’ll Bring

The ideal candidate will have:

• Proven Experience: A minimum of 5+ years of experience in customer service or related customer-facing roles, including at least 1 year acting as an individual decision-maker.

• Domain Expertise: Strong knowledge of customer service platforms—with a preference for proficiency in Zendesk—alongside a deep understanding of managing live, fast-paced service environments.

• Advanced Soft Skills: Exceptional communication, interpersonal, and de-escalation skills, with a proven ability to handle challenging customer situations calmly and professionally.

• Problem-Solving Capability: A strong track record of critical thinking and collaborative problem-solving to resolve intricate customer issues and improve service efficiency.