Customer Issue Resolution Analyst – Thai Speaker

About the role

The Customer Issue Resolution Analyst will be based at 3M Global Service Center in Taguig, Philippines. This role focuses on handling customer complaints and managing credit and collections activities while collaborating with cross‑functional teams to ensure timely resolutions.

Key responsibilities

• Receive, log, and analyze customer complaints through designated channels.
• Identify root causes, coordinate investigations with quality, operations, and customer service teams, and communicate resolutions to customers.
• Maintain accurate complaint records and generate summary reports for internal stakeholders.
• Monitor customer accounts for overdue balances, initiate collection activities, and negotiate payment arrangements.
• Collaborate with sales, finance, and customer service to resolve billing disputes and account discrepancies.
• Prepare aging reports, support month‑end accounts receivable processes, and recommend escalations when necessary.
• Identify trends, support continuous‑improvement initiatives, and contribute to enhancing customer experience and product quality.

Required profile

• Strong analytical mindset with the ability to turn data into actionable insights.
• Comfortable handling ambiguity and managing multiple concurrent projects.
• Excellent communication skills for interacting with external customers and internal teams.
• Self‑motivated and able to work independently while meeting targets.
• Fluency in Thai is required.

Required skills