Bilingual Customer Issue & Credit Analyst

3M; Taguig; Sur place; PHP 520 000 - 860 000; Plein temps

Résumé du poste

3M is seeking a CIR Analyst (Vietnam) based at the 3M Global Service Center in the Philippines. The role handles complaint management and credit/collections, requiring fluent Vietnamese and English, with cross‑functional collaboration to resolve issues and improve customer experience.

You will work in a customer-facing environment, turning data into actionable insights while meeting service level agreements and supporting process improvements within 3M Singapore customers context.

Qualifications

• Bachelor-level degree generally required.
• Experience in customer issue resolution, billing, credit and collections.
• Strong English communication skills and Vietnamese language proficiency.
• Proficiency with Excel and MS Office; continuously update trainings.

Responsabilités

• 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.
• Ensure all complaint records are complete and compliant with 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.
• Monitor customer accounts 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.

Connaissances

Vietnamese language proficiency

English communication

coordination and task management

attention to detail

team collaboration

analytical and quick learner

diverse business processes experience

Excel / Microsoft Office

Salesforce experience

Formation

Bachelor degree

Outils

Salesforce

Description du poste

3M is seeking a CIR Analyst (Vietnam) based at the 3M Global Service Center in the Philippines. The role handles complaint management and credit/collections, requiring fluent Vietnamese and English, with cross‑functional collaboration to resolve issues and improve customer experience.

You will work in a customer-facing environment, turning data into actionable insights while meeting service level agreements and supporting process improvements within 3M Singapore customers context.