Customer Service Coordinator

Support the head of the customer service group and the team of leaders of the regional customer service group to carry out and coordinate the activities of the customer service group in the Baltic countries (Estonia, Latvia and Lithuania) on a daily basis. Pursuit of excellent customer service in the customer service department. Assist customer service teams in resolving customer enquiries, escalating or delegating as necessary, liaising with all departments and investigating customer issues or complaints, ensuring total customer satisfaction. Expert with deep knowledge of customer service area, products, systems and structures. A role model in the team, coordinating and training members of the customer service team, assisting with day-to-day inquiries and striving to deliver world-class service in accordance with service level agreements and performance indicators.

● Providing information about services, inquiries and complaints to customers by phone, e-mail. by mail and self-service communication channels.
● Collaborating with regional customer service teams to resolve more complex customer inquiries in a timely and professional manner.
● Encourage compliance with the "Customer First" principle in all activities
● Ensure professional, polite and proactive communication between the company and its customers.
● Online self-service escalation and company customer complaint management and registration.
● Support regional customer service group managers in achieving team KPIs and CSATs.
● Acceptance, registration, distribution and management of orders.
● Coordination in logistics planning based on customer needs.
● Support regional customer service team leaders by providing mentorship - passing on their expertise to other customer service managers to help our customers. Uses acquired knowledge to train customer service colleagues on products, processes and procedures.
● Expert in your field - using your experience and knowledge of products and processes that can be used in special projects as needed.

● Collection of daily activity statistics, preparation of reports and submission to regional customer service management, finance department.
● Comply with SLA requirements and minimize any negative impact to customers.
● Plan changes in working hours; investigate the potential impact of workload and process changes (resource and overtime planning).
● Establish strong and successful working relationships with the company's internal stakeholders, other departments.

● Good knowledge and maintain a thorough knowledge of relevant Iron Mountain processes and procedures.
● Collaborate closely and successfully with regional customer service teams, customer service management and other Iron Mountain functions.
● Proactively seek new ways to help improve processes and propose changes to improve service quality and reduce costs.
● Perform quality work and exceed the level of customer satisfaction.
● Ensures that customer requirements are addressed according to SLAs and performance indicators.
● Reviews reports and other information and makes appropriate decisions and recommendations for improvement opportunities within established guidelines.

● A motivated individual who shows enthusiasm and energy, interacts positively with clients and colleagues, is able to adapt to change and is flexible.
● Strives to be professional in all dealings with colleagues and clients.

● At least 1 year of work experience in a similar position and/or position (customer service, call center, etc.).
● Ability to successfully collaborate with and influence customers and employees at all levels of the organization.
● Flexible and customer-oriented team player.
● Good written and verbal communication skills.
● Good command of English, both written and spoken (communication with the regional customer service team, reporting, etc.).
● Computer literacy - "Microsoft Office / "G-Suite", advantage - "SalesForce" platform.
● Good analytical skills.
● Good time and planning skills.

● Opportunity to learn and improve.
● Salary, which is reviewed annually taking into account company and individual work results.
● Health insurance.
● Additional benefits (free psychological help and employee assistance program "EAP", paid day off for birthday, free parking space, rest areas, etc.)
● Free sweets and coffee.
● The possibility to work part-time remotely.
● Safe working conditions.
● Work in an international and dynamic company, the opportunity to gain knowledge and experience about the best practices and work methods in the field of customer service.

Place of work: Žirgų st. 3, Antežerių village, LT-14158 Vilnius district.

Working hours: I-IV from 8:00 a.m. to 5:00 p.m.; Sun from 8:00 a.m. to 4:00 p.m

If you are interested in this opportunity, we are waiting for your CV and can't wait to get to know you.
We guarantee confidentiality. We will contact candidates shortlisted for the next round of selection.

1916-2000 €/mon. gross
The final salary will depend on your experience, skills and qualifications.