Customer Issue Resolution Analyst (Korean Speaker)

We are seeking a Customer Issue Resolution Analyst (Korean Speaker) to join our team at 3M Global Service Center in the Philippines.

The successful candidate will be responsible for end-to-end customer issue resolution activities, including credit and collections processes and complaints management.

Complaint Management

• Receive and log customer complaints through designated channels.
• Analyze complaint details to determine root cause and required actions.
• Coordinate with cross-functional teams to investigate and resolve issues.
• Communicate resolutions and status updates to customers professionally.
• Ensure all complaint records are complete, accurate, and handled according to company procedures.
• Identify trends or recurring issues and escalate when needed.
• Support continuous improvement initiatives related to customer experience and product/service quality.
• Prepare summary reports for internal stakeholders.

Credit and Collections

• Monitor customer accounts to identify overdue balances and initiate collection activities.
• Communicate with customers to resolve billing issues and negotiate payment arrangements.
• Coordinate with sales, finance, and customer service teams to address disputes or account discrepancies.
• Maintain accurate records of credit evaluations, collection efforts, and account status updates.
• Prepare aging reports and support month-end accounts receivable processes.
• Recommend accounts for escalation, holds, or external collection actions when necessary.
• Support continuous improvement of credit and collection procedures.

The ideal candidate will have a comprehensive understanding of business processes, procedures, and information, and be able to turn data into useful and actionable information that resolves customer issues in a timely manner.

Job Qualifications

• A Bachelor level university/college degree is generally required.
• At least 2 years in a Customer Issue Resolutions/Billing/Credit and Collection role.
• Working knowledge of theories and practices, typically applied to one discipline within Customer Service.
• High proficiency in English and Korean languages – Reading, Writing, Speaking, and Listening skills.
• Ability to communicate in spoken and written English.
• Demonstrated proficiency in coordinating tasks.
• Detail-Oriented and high level of comfortability with operational processes.
• Collaborative and a Team player.
• Analytical and a fast learner.
• Experience with a wide array of organizations, countries, and business or functional processes.
• Knowledge and use of Excel and Microsoft Office systems.
• Salesforce experience