Customer Issue Resolution & AR/Collections Analyst

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a customer issue resolution specialist to manage complaints, coordinate with cross‑functional teams, and communicate resolutions to customers in a professional manner.

The role requires Korean language proficiency, strong English communication, and a Bachelor’s degree with at least 2 years of experience in related credit/billing/collection processes. You will also handle credit activities and contribute to continuous improvement initiatives.

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 of the Korean language – Reading, Writing, Speaking, and Listening skills.
• Ability to communicate in spoken and written English.
• Detail-Oriented and high level of comfortability with operational processes.
• Knowledge and use of Excel and Microsoft Office systems. Maintain and remain current with all training and certifications.
• Sales Force experience.

Responsibilities

• 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 needed.
• Support continuous improvement initiatives related to customer experience and product/service quality.
• Prepare summary reports for internal stakeholders.
• 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.

Skills

Korean language proficiency

English communication

Analytical

Detail-oriented

Team player

Education

Bachelor's degree

Tools

Salesforce

Job description

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a customer issue resolution specialist to manage complaints, coordinate with cross‑functional teams, and communicate resolutions to customers in a professional manner.

The role requires Korean language proficiency, strong English communication, and a Bachelor’s degree with at least 2 years of experience in related credit/billing/collection processes. You will also handle credit activities and contribute to continuous improvement initiatives.