Ecomm Customer Service Agent

Iron Mountain Inc.; Milton Keynes; On-site; GBP 22,000 - 28,000; Full time

Job summary

A global information management leader in Milton Keynes is seeking an Ecommerce Customer Service Agent to manage customer service operations across multiple marketplaces. This role requires 1+ year of customer service experience, excellent communication skills, and the ability to work in a fast-paced environment. You'll serve as the primary advocate for customers, ensuring timely resolution of issues and satisfaction. Join us to elevate the power of your work!

Qualifications

• 1+ year of experience in Customer service.
• Excellent written and verbal communication skills in English (German is a plus).
• Demonstrated ability to work independently and manage multiple priorities.

Responsibilities

• Act as the primary advocate for our customers, ensuring every issue is addressed with empathy.
• Manage and resolve complaint tickets, coordinating with internal teams.
• Monitor and report on marketplace customer service KPIs.

Skills

Customer service experience

Microsoft Office skills

Written communication in English

Verbal communication in English

Business acumen

Technical aptitude

Organizational skills

Detail-oriented

Job description

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.

Ecommerce Customer Service Agent

About the Role

We’re looking for a proactive and customer‑obsessed professional to own our customer service operations across multiple marketplaces and countries. This role is ideal for someone who thrives in fast‑paced environments, enjoys problem‑solving, and acts as the internal advocate for our customers—ensuring their voice drives continuous improvement across teams.

Key Responsibilities

Problem Solving and Issue Resolution

• Act as the primary advocate for our customers, ensuring every issue is addressed with empathy and urgency.
• Manage and resolve complaint tickets, coordinating with internal teams to identify root causes and deliver effective solutions.
• Track all complaints, providing insights to management for process improvement.
• Escalate urgent issues and follow through until resolution.
• Anticipate potential roadblocks and proactively propose solutions to maintain customer satisfaction.
• Monitor and report on marketplace customer service KPIs and quality metrics, ensuring service standards are consistently met or exceeded.
• Provide support and cover for teammates during holidays or absences to ensure continuity of service.

Ecomm

• Ensure all eCommerce listings are accurate, well‑priced, and updated, collaborating with tech and operations teams for correct product specs.
• Deliver fast, professional, and high‑quality customer service through all marketplace channels.
• Coordinate with the shipping and logistics teams to guarantee timely deliveries and pickups.

The ideal candidate will possess the following

• 1+ year of experience in Customer service.
• Strong Microsoft Office and system navigation skills.
• Excellent written and verbal communication skills in English (German is a plus).
• Strong business acumen and technical aptitude.
• Demonstrated ability to work independently, stay organized, and manage multiple priorities simultaneously.
• Proven track record of meeting or exceeding targets and maintaining high service standards.
• Customer‑centric mindset with an energetic, solutions‑oriented personality.
• Comfortable working in a fast‑changing environment with high demands.
• Attention to detail and strong organizational skills

Category: Customer Support

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 [e-mail]. 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, CLICK HERE

Requisition: J0094572