Customer Issue Resolution Analyst, CBG Thailand

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Job Description:

The position of Customer Issue Resolution Analyst (TH) will be located at 3M Global Service Center, Philippines.

End-to-End CIR activities including Credit and Collections process and Complaints Management

Complaint Management

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

Credit and Collections

• 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.
• This person will have a comprehensive understanding of business processes, procedures, and information, turning data into useful and actionable information that resolves customer issues in a timely manner.  The successful individual will need to be capable of handling ambiguity, while addressing multiple concurrent projects and timelines. This is a customer-facing position, interacting directly with External Customers, Quality Teams, and partnering with internal 3M clients and cross-functional team members to drive results.
• This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations of specific 3M Singapore customers.
• Interprets policies and regulations, investigates problems, communicates with other departments, and provides research and resolve issues, identify and implement service solutions.
• Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
• May provide training to new employees and other members of work groups, including CIR, and related processes and topics. Participates in department process improvement teams.
• An individual employed in this position is expected to broaden their knowledge in CIR Credit & Collections and strengthen skills in analysis, reporting, negotiating, and presenting.
• Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations objectives.
• Drives a high level of service to deliver tasks according to agreed Service Level Agreements.
• Complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.

Job 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 Thai language – Reading, Writing, Speaking, and Listening skills.
• Ability to communicate in spoken and written English.
• Demonstrated proficiency in coordinating tasks.
• Detail-Oriented and high level of comfortability with operational processes.
• Collaborative and a Team player.
• Analytical and a fast learner.
• Experience with a wide array of organizations, countries, and business or functional processes.
• Knowledge and use of Excel and Microsoft Office systems. Maintain and remain current with all training and certifications.
• Sales Force experience. 

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