# Customer Issue Resolution (CIR) Analyst

**Company**: 3M
**Experience**: mid
**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/Customer-Issue-Resolution-Analyst--Korean-Speaker-_R01170704?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5385a11e-2f7

## Description

We are seeking a Customer Issue Resolution (CIR) Analyst to join our team at 3M Global Service Center, Philippines.

The successful candidate will be responsible for End-to-End CIR activities, including Credit and Collections process 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 of the 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

## Skills

### Required
- English
- Korean
- Microsoft Office
- Salesforce
- Customer Service
- Credit and Collections
- Complaint Management

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Source: [Apply at 3m.wd1.myworkdayjobs.com](https://3m.wd1.myworkdayjobs.com/en-US/Search/job/PH-Taguig/Customer-Issue-Resolution-Analyst--Korean-Speaker-_R01170704?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)