Agent CBG PACE Tier 2

3M; Taguig; Presencial; PHP 360.000 - 480.000; Tempo integral

Resumo da vaga

3M Philippines seeks a Product Application Support Representative to deliver advanced technical support for our product portfolio and to serve as an escalation point for complex customer inquiries and product complaints.

This role supports customers, business partners, and internal stakeholders through phone, live chat, and written channels by providing product information, technical assistance, and service support, while documenting interactions in CRM and generating sales leads.

Qualificações

• Bachelor's degree or higher from an accredited institution, completed and verified prior to start.
• Minimum of 1.5 years of experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement in a relevant environment.
• Experience handling complex, non-routine, or escalated inquiries is preferred.
• Experience communicating with customers via phone, email, chat, or other channels.
• Excellent English communication skills, both written and verbal.

Responsabilidades

• Serve as the primary liaison for customers, handling complex, non-routine, and escalated inquiries with urgency and professionalism.
• Communicate effectively through phone, live chat, and written channels, adapting to case complexity and urgency.
• Provide advanced customer support by explaining processes, product information, service options, and next steps.
• Document customer interactions and resolutions in CRM and other systems.
• Investigate and resolve complex product or service issues through research and collaboration with internal teams.

Conhecimentos

Customer service

Technical support

Sales support

Phone support

English communication

Formação

Bachelor's degree

Ferramentas

Salesforce CRM

Descrição da vaga

Job Description

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Summary

The Product Application Support Representative provides advanced technical support for a 3M division and its product portfolio, serving as an escalation point for complex customer inquiries and product complaints. This role supports customers, business partners, and internal stakeholders through phone and electronic channels by providing product information, technical assistance, service support, complaint resolution, customer education, and sales lead generation.

This role will require working hours aligned with the supported business time zone, which may fall outside standard Philippine working hours.

Primary Responsibilities

• Serve as the primary liaison for 3M customers, handling complex, non-routine, and escalated inquiries with urgency, professionalism, and sound judgment.
• Communicate effectively through phone, live chat, and written channels, adapting communication style based on case complexity, urgency, and sensitivity.
• Provide advanced customer support by explaining processes, product information, service options, available resources, and appropriate next steps.
• Document customer interactions, case details, actions, and resolutions accurately in CRM and other business systems.
• Investigate and resolve complex product or service issues through research, process review, and collaboration with internal teams, service providers, and business stakeholders.
• Support brand protection activities by ensuring timely issue resolution, accurate escalation, and appropriate follow-through to help mitigate business risk and potential legal exposure.
• Support business reviews with the business group by providing relevant case insights, identifying issue trends, sharing resolution updates, and highlighting opportunities for process improvement.
• Generate sales leads and promote relevant 3M solutions to support customer needs and business growth.
• Manage multiple priorities in a fast-paced environment while maintaining accuracy, timely follow-through, and positive customer outcomes.

Basic Qualifications

• Bachelor's degree or higher from an accredited institution, completed and verified prior to start.
• Minimum of one and a half (1.5) years of combined experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement in a private, public, government, military, or 3M Customer Services environment.
• Experience handling complex, non-routine, or escalated customer inquiries, including product- or service-related concerns, is preferred.
• Experience handling customer interactions through phone, email, chat, or other communication channels.
• Excellent English communication skills, both written and verbal, with the ability to communicate effectively with native speakers, understand complex technical information, and clearly explain different viewpoints.

Preferred Qualifications

• Knowledge of Salesforce CRM or similar customer relationship management systems.
• Strong customer service skills with a focus on resolving complex and escalated customer inquiries.
• Ability to communicate professionally and effectively through phone, chat, written correspondence, and presentations.
• Strong active listening, problem-solving, judgment, and decision-making skills.
• Ability to work in a high-volume, fast-paced, and changing environment while managing multiple priorities and deadlines.
• Strong organizational skills with attention to detail and timely follow-through.
• Ability to collaborate effectively in a team environment and support team goals, including informal leadership when needed.
• Proficiency with Microsoft Office applications and general PC tools.
• Strong interpersonal skills with the ability to remain professional, customer-focused, and solution-oriented in challenging situations.

Learn more about 3M's creative solutions to the world's problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.