Product Applications Support Specialist - Tier 2

3M; Taguig; Presencial; PHP 450.000 - 600.000; Tempo integral

Resumo da vaga

3M is seeking a Product Application Support Representative in Taguig to provide advanced technical support, handle escalated inquiries, and generate sales leads across its product portfolio. The role aligns with business time zones, may require outside regular hours, and involves collaboration with internal teams.

Ideal candidates have a Bachelor's degree and 2+ years in customer service or technical support, with strong English communication and proficiency in CRM tools.

Qualificações

• Bachelor's degree or higher from an accredited institution, completed and verified prior to start.
• Minimum of two (2) years of combined experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement.
• Experience handling complex, non-routine, or escalated customer inquiries is preferred.
• Experience handling customer interactions through phone, email, chat, or other channels.
• Excellent English communication skills, both written and verbal, with the ability to communicate effectively with native speakers.

Responsabilidades

• Serve as the primary liaison for 3M customers, handling complex, non-routine, and escalated inquiries with urgency and professionalism.
• Communicate through phone, live chat, and written channels, adapting to case complexity and urgency.
• Provide advanced customer support by explaining processes, product information, service options, and next steps.
• Document customer interactions, case details, actions, and resolutions in CRM and other systems.
• Investigate and resolve complex product or service issues through research and collaboration with internal teams and stakeholders.
• Support brand protection by ensuring timely issue resolution, escalation, and follow-through.
• Participate in business reviews with the business group, providing case insights and improvement opportunities.
• Identify recurring issues and trends to recommend improvements in service quality and efficiency.
• Generate sales leads and promote 3M solutions to meet customer needs and drive growth.
• Manage multiple priorities in a fast-paced environment with accuracy and timely follow-through.

Conhecimentos

Customer service

Technical support

Sales lead generation

English communication

Formação

Bachelor's degree or higher

Ferramentas

Salesforce CRM

Descrição da vaga

3M is seeking a Product Application Support Representative in Taguig to provide advanced technical support, handle escalated inquiries, and generate sales leads across its product portfolio. The role aligns with business time zones, may require outside regular hours, and involves collaboration with internal teams.

Ideal candidates have a Bachelor's degree and 2+ years in customer service or technical support, with strong English communication and proficiency in CRM tools.