Customer Issue Resolution Specialist

3M; Philippines; On-site; PHP 420,000 - 640,000; Full time

Job summary

3M Global Service Center, Philippines, is seeking a Customer Issue Resolution (CIR) Analyst to own complaint and credit/collections processes. You will log, analyze, and resolve issues, coordinate with quality, operations, and customer service, and communicate resolutions to customers with professionalism.

The role requires a university degree, 2+ years in CIR/billing/credit roles, English proficiency, and strong Excel/Salesforce skills.

Qualifications

• Bachelor level university/college degree required.
• Minimum 2 years in CIR/Billing/Credit and Collection roles.
• Proficient in Excel and Salesforce; strong MS Office skills.
• Fluent in English; able to coordinate with cross-functional teams.

Responsibilities

• 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 professionally.
• Identify trends or recurring issues and elevate when needed.
• Prepare aging reports and support month-end AR processes.
• Support continuous improvement of credit and collection procedures.
• Prepare summary reports for internal stakeholders.

Skills

Interpersonal skills

Analytical thinking

Attention to detail

Team player

Task coordination

English communication

Education

Bachelor's degree

Tools

Salesforce

Excel

Microsoft Office

Job description

3M Global Service Center, Philippines, is seeking a Customer Issue Resolution (CIR) Analyst to own complaint and credit/collections processes. You will log, analyze, and resolve issues, coordinate with quality, operations, and customer service, and communicate resolutions to customers with professionalism.

The role requires a university degree, 2+ years in CIR/billing/credit roles, English proficiency, and strong Excel/Salesforce skills.