Customer Issue Resolution Analyst (Bahasa Speaker)

About the role

The Customer Issue Resolution Analyst will work at 3M Global Service Center in the Philippines, handling end‑to‑end complaint management and credit‑collections activities. The role requires close collaboration with cross‑functional teams to resolve customer issues quickly and improve overall service quality.

Key responsibilities

• Receive, log and analyse customer complaints through designated channels.
• Identify root causes, coordinate with quality, operations and customer service teams to resolve issues and communicate status updates.
• Maintain complete and 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 maintain accurate credit evaluations.
• Prepare aging reports, support month‑end accounts receivable processes and recommend escalations when necessary.
• Identify trends, support continuous‑improvement initiatives and contribute to service‑quality enhancements.

Required profile

• Fluent in Bahasa and English with strong written and verbal communication skills.
• Ability to handle ambiguity, manage multiple concurrent projects and meet targets independently.
• Customer‑facing mindset with experience interacting with external customers and cross‑functional teams.
• Solid understanding of business processes, credit, collections and complaint‑management procedures.

Required skills