Japanese Bilingual, Customer Issue Resolution Analyst

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

3M Global Service Center Philippines in Taguig is seeking a Customer Issue Relation specialist who speaks Japanese to support global B2B customers and partners. You will help navigate payments, billing, refunds, and issue resolution, delivering timely, accurate responses and a positive customer experience.

You will supervise CIR teams, conduct 1:1s, prioritize workloads, coach staff, and drive process improvements.

Qualifications

• Bachelor's degree required.
• Strong analytical, communication, and presentation skills with ability to multi-task under time constraints.
• Ability to engage, influence, coach, develop others, and lead cross-functional teams.

Responsibilities

• Supervise End-to-End CIR teams, including one-to-one meetings, workload prioritization, and feedback.
• Develop team through career growth and continued learning.
• Lead customer meetings to reconcile issues and ensure timely payments.
• Analyze team data for actionable directives and adapt techniques to solve complex problems.
• Set priorities, assign tasks, and lead change initiatives.

Skills

Analytical skills

Communication skills

Presentation skills

Cross-functional leadership

Education

Bachelor's degree

Job description

About the role

As a Customer Issue Relation (Japanese Speaker) with 3M GBS, you'll support global B2B customers and business partners across international markets. You'll help customers navigate, including customer payments, billing, refunds, issue resolution and post orders. This is customer service with global exposure, business impact, and room to grow.

INDIVIDUAL ACCOUNTABILITIES

• Supervise End-to-End CIR teams, including 1:1s, workload prioritization, and feedback.
• Manage team development, focusing on career growth and continued learning.
• Facilitate customer meetings to reconcile issues, conflicts, and ensure timely payments.
• Adapt techniques to solve complex problems and analyses team data for actionable directives.
• Set priorities, assign tasks, provide performance feedback, and lead change initiatives.
• Prepare and present regular reports on collections and dispute activities and performance.
• Lead projects, ensuring alignment with business strategies and meeting objectives and deadlines.
• Participate in corporate programs, comply with standards and policies, and uphold 3M’s values and ethics.
• Has a considerable impact on the functional work group/team, providing coaching and leadership.
• Train, mentor and evaluate the performance of the team.
• Develop and implement strategies to improve team performance and efficiency.
• Manage project timelines, resources, and deliverables to ensure successful outcomes.

ROLE QUALIFICATIONS

• Bachelor's degree
• Strong analytical, communication, and presentation skills with the ability to multi-task under time constraints.
• Ability to engage, influence, coach, develop others, and lead cross-functional teams.