Customer Issue Resolution Analyst (Bahasa Speaker)

About the role

The Customer Issue Resolution (CIR) Analyst will work at 3M Global Service Center in the Philippines, handling end‑to‑end complaint management and credit & collections activities. This customer‑facing position requires strong analytical skills, Bahasa Indonesia proficiency, and the ability to coordinate with cross‑functional teams.

Key responsibilities

• Receive, log, and investigate customer complaints, determine root causes, and coordinate resolutions with quality, operations, and service teams.
• Monitor customer accounts for overdue balances, initiate collection actions, negotiate payment arrangements, and prepare aging reports.
• Prepare summary and trend reports for internal stakeholders and support continuous‑improvement initiatives.

Required profile

• Bachelor’s degree (or equivalent) and at least 2 years of experience in customer issue resolution, billing, credit, or collections.
• High proficiency in Bahasa Indonesia (reading, writing, speaking, listening) and strong English communication skills.
• Detail‑oriented, analytical, and comfortable handling multiple concurrent projects.

Required skills

• Microsoft Excel and Office suite
• Salesforce