Thai-Speaking CIR & Collections Analyst

3m; Taguig; On-site; PHP 320,000 - 640,000; Full time

Job summary

3M Global Service Center, Philippines, seeks a Customer Issue Resolution Analyst to drive end-to-end CIR activities, including credit and collections and complaints management, in a highly collaborative, customer-facing role.

The successful candidate will analyze issues, coordinate with quality, operations and customer service teams, and communicate resolutions while maintaining accurate records and driving continuous improvement.

Qualifications

• Bachelor level university/college degree generally required.
• At least 2 years in a CIR/Billing/Credit and Collection role.
• Working knowledge of theories and practices in Customer Service.
• High Proficiency of the Thai language – Reading, Writing, Speaking, and Listening skills.
• Ability to communicate in spoken and written English.
• Demonstrated proficiency in coordinating tasks.
• Detail-oriented with comfort in operational processes.
• Knowledge and use of Excel and Microsoft Office; Salesforce 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 to investigate and resolve issues.
• Communicate resolutions and status updates to customers professionally.
• Ensure all complaint records are complete and compliant with procedures.
• Identify trends or recurring issues and escalate when needed.
• Prepare aging reports and support month-end processes.
• 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.

Skills

Thai language

English communication

Analytical skills

Task coordination

Detail-oriented

Education

Bachelor degree

Tools

Excel

Microsoft Office

Salesforce

Job description

3M Global Service Center, Philippines, seeks a Customer Issue Resolution Analyst to drive end-to-end CIR activities, including credit and collections and complaints management, in a highly collaborative, customer-facing role.

The successful candidate will analyze issues, coordinate with quality, operations and customer service teams, and communicate resolutions while maintaining accurate records and driving continuous improvement.