Analyst, CBG PACE Tier 2

3M; Taguig; Presencial; PHP 450.000 - 600.000; Tempo integral

Resumo da vaga

3M is seeking a Product Application Support Representative in Taguig to provide advanced technical support, handle escalated inquiries, and generate sales leads across its product portfolio. The role aligns with business time zones, may require outside regular hours, and involves collaboration with internal teams.

Ideal candidates have a Bachelor's degree and 2+ years in customer service or technical support, with strong English communication and proficiency in CRM tools.

Qualificações

• Bachelor's degree or higher from an accredited institution, completed and verified prior to start.
• Minimum of two (2) years of combined experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement.
• Experience handling complex, non-routine, or escalated customer inquiries is preferred.
• Experience handling customer interactions through phone, email, chat, or other channels.
• Excellent English communication skills, both written and verbal, with the ability to communicate effectively with native speakers.

Responsabilidades

• Serve as the primary liaison for 3M customers, handling complex, non-routine, and escalated inquiries with urgency and professionalism.
• Communicate 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, case details, actions, and resolutions in CRM and other systems.
• Investigate and resolve complex product or service issues through research and collaboration with internal teams and stakeholders.
• Support brand protection by ensuring timely issue resolution, escalation, and follow-through.
• Participate in business reviews with the business group, providing case insights and improvement opportunities.
• Identify recurring issues and trends to recommend improvements in service quality and efficiency.
• Generate sales leads and promote 3M solutions to meet customer needs and drive growth.
• Manage multiple priorities in a fast-paced environment with accuracy and timely follow-through.

Conhecimentos

Customer service

Technical support

Sales lead generation

English communication

Formação

Bachelor's degree or higher

Ferramentas

Salesforce CRM

Descrição da vaga

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 Description

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.
• Participate in business reviews with the business group by providing case insights, issue trends, resolution updates, and improvement opportunities.
• Identify recurring issues, process gaps, and customer experience trends to recommend improvements in service quality, efficiency, and resolution effectiveness.
• 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 two (2) 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.