Description
We are seeking a Customer Issue Resolution Analyst (Thai 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 (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.
- At least 2 years in a Customer Issue Resolutions/Billing/Credit and Collection role.
- Working knowledge of theories and practices in Customer Service.
- High proficiency in Thai language – 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.