# PACE Level 2 Analyst

**Company**: 3M
**Location**: Taguig, PH
**Job type**: full-time
**Category**: Customer Service
**Industry**: Manufacturing
**Wikidata**: https://www.wikidata.org/wiki/Q159433

**Apply**: https://3m.wd1.myworkdayjobs.com/en-US/Search/job/PH-Taguig/Analyst--Product-Application-and-Customer-Experience--Thai-Speaker--SEA-CBG-Tier-2_R01172676?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/pace-level-2-analyst-49a2eae5-87d/

## Description

We are seeking a PACE Level 2 Analyst to join our team. As a PACE Level 2 analyst, you will handle more complex customer issues that require deeper technical knowledge or problem-solving skills than Level 1 support.

**Responsibilities:**

- Address and resolve escalated customer issues that require advanced troubleshooting skills.

- Coordinate and manage the preparation and shipment of free sample goods to resolve customer complaints.

- Provide advanced technical support for products or services.

- Process refund and replacement for end-user.

- Maintain detailed records of customer interactions, issues, and resolutions in Salesforce.

- Collaborate with Level 1 support, Application Engineer, Quality, Business Groups and other departments to resolve complex issues.

- Assist in the training and mentoring of Level 1 support staff to enhance their skills and knowledge.

- Contribute to the creation and maintenance of a knowledge base and FAQs for common issues and solutions.

- Provide feedback to product development teams based on customer issues and suggest improvements.

- Identify and implement continuous improvement to enhance the efficiency and effectiveness of customer support processes.

- Regularly update business groups on key customer interaction metrics.

**Basic Qualifications:**

- Bachelor's degree from an accredited institution.

- Knowledge on theories and practices, applied to one discipline within customer service.

- Minimum of one (1) year experience in customer support services.

- Knowledge in English and Thai (Writing, Speaking, Listening and Reading) are required for this role.

**Preferred Qualifications:**

- Salesforce system experience is preferred.

- Experienced with cross-functional project participation.

- Possesses exceptional customer service competencies.

- Enjoys helping and interacting with other people in a professional, courteous manner and give continuous attention to customer satisfaction.

- Ability to work in a high volume rapidly changing environment.

- Ability to work in a team environment and willing to collaborate and compromise, including team leadership.

- Strong Active Listening skills.

- Ability to follow through with commitments and show concern for the needs of others.

- Excellent oral and written communication, including presentation skills.

- PC literate, including Microsoft Office products (Excel).

- Strong organizational and multitasking skills with the ability to stay focused on prioritized tasks and meet deadlines.

- Team player with good interpersonal skills.

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## Skills

### Required
- English
- Thai
- Customer Service
- Troubleshooting
- Salesforce

### Nice to have
- Salesforce system experience
- Cross-functional project participation
- Exceptional customer service competencies
- Active Listening skills
- Microsoft Office products (Excel)

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Source: [Apply at 3m.wd1.myworkdayjobs.com](https://3m.wd1.myworkdayjobs.com/en-US/Search/job/PH-Taguig/Analyst--Product-Application-and-Customer-Experience--Thai-Speaker--SEA-CBG-Tier-2_R01172676?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)