Customer Account Support

Summary about this job

Detail information about job Customer Account Support. Terms and conditions vacancy

Reporting to the Customer Service Manager, the Customer Account Support (CAS) will be responsible for nurturing and enhancing the commercial relationships with our customers by owning and resolving transactional account management issues and queries through consistent and effective customer support; also prompt response times and delivering high-quality outcomes.

The CAS will also ensure an optimal customer experience at every engagement that reinforces the company brand and business relationship, and creates added capacity and opportunity for the company’s account management teams to provide best-in-class customer solutions and retain and grow business.

The successful candidate will be responsible for the following tasks: 

Customer Enquiries, Reporting & Web Training

• Identify and respond quickly and effectively to all external and internal customer queries to ensure best-in-class resolution of customer issues and support day-to-day account management transactions

• Direct customers and internal staff on processes and procedures and collate account information

• Take responsibility for delivering high-quality, customer-focused outcomes which meet customer requirements. If appropriate, direct or escalate a query internally to the most suitable owner to ensure the most timely and effective resolution for the customer

• Ensure respect, courtesy, responsiveness and fairness when interacting with customers to differentiate the company’s approach in market

• Prepare standard and customised reports i.e. detailed billing, holdings, rates, add new, destroy dates, including proactively identifying efficiencies and eliminate waste, including Executive Summaries to ensure added-value is delivered to the customer

• Manage Portal/ Web Training, Set-up and Maintenance, including assessing customer needs and making recommendations specific to the customer’s needs

Customer Experience, Service Delivery & Projects

• Ensure that risk mitigation plans of potential ‘at risk’ customers are executed across the business

• Customer Service Delivery Management/ Escalation – ensure first point resolution and close

• Carry out root-cause investigations with Service Delivery teams to ensure customer requirements are met

• Execute Customer projects:

  • Account clean ups (e.g. accounts not aligned to sub accounts)

  • Project manage Resource /Back-scan, Destruction

  • Invoices checked

• Regularly connect and actively collaborate to support Account Managers and build on professional relationships and networks across the organisation and portfolio to improve outcomes for customers

• Comply with safe work practices, the requirements of PD and other directives of the employer to assist with meeting obligations under OHS&E Legislation and the Australasia OHS&E Management System

To be considered for this position you will have experience in:

• Customer Account Support managing workflow - cases, tasks, reports and activities - through a range of applications and programmes including:

  • Salesforce Customer Resolution

  • Citrix (Total Recall SQL reporting, RAMSPro, ReQuest DMS, Visual RAMS-Pro)

  • Interactive Intelligence

  • ANZ Intranet (SOP’s, Certificates of Currency, Workorder Guides, Quality Assurance, Account Listing)

• Well-developed written and verbal communication skills in order to break down, simplify and translate complex situations for the customer.

• Advanced level computer literacy to pivot table level of expertise in Excel and Animated Presentation level of expertise in PowerPoint.

The successful candidate will become a key member of the Iron Mountain Service Delivery Team and be given the opportunity to influence key operational decisions, further enhancing our customers’ experience. If you are looking to grow your career in account management with a global organisation, and have the drive and motivation to contribute to the ongoing success of our business, then we want to hear from you!