Customer Issue Resolution Analyst, CBG Thailand

3M; Taguig; On-site; PHP 279,000 - 390,600; Full time

Job summary

A multinational solutions provider in Metro Manila is looking for a Customer Issue Resolution Analyst. This individual will handle customer complaints, manage billing issues, and work with cross-functional teams to resolve problems. Requires a bachelor's degree and at least 2 years of experience in a related field. Proficiency in Thai and good English communication skills are essential. The role involves collaboration and accountability within the customer service operations team.

Qualifications

• Bachelor-level degree is generally required.
• Minimum 2 years experience in Customer Issue Resolutions/Billing/Credit and Collection.
• High proficiency in Thai language; ability to communicate in English.

Responsibilities

• Manage and resolve customer complaints and billing issues.
• Coordinate with internal teams to investigate issues.
• Monitor accounts for overdue balances and initiate collections.

Skills

Customer Issue Resolution

Billing/Credit and Collection

Interpersonal skills

Analytical abilities

Detail-oriented

Education

Bachelor's degree

Tools

Excel

Microsoft Office

Sales Force

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 Description

The position of Customer Issue Resolution Analyst (TH) will be located at 3M Global Service Center, Philippines.

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 (e.g., quality, operations, customer service) 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 elevate when necessary.
• 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.
• This person will have a comprehensive understanding of business processes, procedures, and information, turning data into useful and actionable information that resolves customer issues in a timely manner. The successful individual will need to handle ambiguity while addressing multiple concurrent projects and timelines. This is a customer‑facing position, interacting directly with external customers, quality teams, and partnering with internal 3M clients and cross‑functional team members to drive results.
• This position works independently to meet targets and objectives set by 3M management. Additionally, it works with senior co‑workers, supervisors, and/or management for guidance on difficult or unusual situations of specific 3M Singapore customers.
• Interprets policies and regulations, investigates problems, communicates with other departments, and provides research to resolve issues and implement service solutions.
• Actively participates in relevant corporate programs and initiatives, complies with professional and quality standards, corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
• May provide training to new employees and other members of work groups, including CIR, and related processes and topics. Participates in department process improvement teams.
• An individual in this position is expected to broaden their knowledge in CIR Credit & Collections and strengthen skills in analysis, reporting, negotiating, and presenting.
• Strong interpersonal skills when working with diverse levels of business partners, team members, and leadership are required to deliver on Customer Service Operations objectives.
• Drives a high level of service to deliver tasks according to agreed service level agreements.
• Complies with corporate policies and procedures, acting in a manner consistent with 3M’s values and ethical standards.

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 (such as Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics).
• 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 comfortable 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. Maintain and remain current with all training and certifications.
• Sales Force experience.