Analyst, Product Application and Customer Experience (Thai Speaker) SEA CBG Tier 2

A PACE Level 2 analyst typically handles more complex customer issues that require deeper technical knowledge or problem-solving skills than Level 1 support. Below is a detailed information of the job description:

• Issue Resolution: Address and resolve escalated customer inquiries and technical issues that Level 1 support cannot handle.
• Technical Support: Provide advanced troubleshooting and technical support for products or services.
• Customer Interaction: Communicate with customers via phone, email, or chat to understand their issues and provide solutions.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions in Salesforce.
• Collaboration: Work closely with other support teams, product development, and marketing teams to resolve complex issues.
• Training: Assist in training and mentoring Level 1 support staff.
• Feedback: Provide feedback to product teams based on customer interactions to help improve products and services.
• Business Interaction: Work closely with business teams to resolve issues and provide feedback and insights for product and service improvement.
• Reporting and Metrics: Provide regular reports to business groups on performance metrics, such as complaint volume, case closure, and customer feedback. Use data to identify trends and areas for improvement.
• Knowledge base Management: Contribute to the creation and maintenance of a knowledge base and FAQs for common issues and solutions.
• Additional Duties: Perform other duties as assigned to support the overall customer support functions.

Responsibilities:

• Address and resolve escalated customer issues that require advanced troubleshooting skills.
• Coordinate and manage the preparation and shipment of free sample goods to resolve customer complaints.
• Provide advanced technical support for products or services. Process refund and replacement for end-user.
• Maintain detailed records of customer interactions, issues, and resolutions in Salesforce.
• Collaborate with Level 1 support, Application Engineer, Quality, Business Groups and other departments to resolve complex issues.
• Assist in the training and mentoring of Level 1 support staff to enhance their skills and knowledge. Monitor the performance of Level 1 support through regular Tier meeting reviews, providing feedback and guidance to ensure continuous improvement and high-quality customer service.
• Contribute to the creation and maintenance of a knowledge base and FAQs for common issues and solutions to help level 1 in customer interaction.
• Provide feedback to product development teams based on customer issues and suggest improvements.
• Identify and implement continuous improvement to enhance the efficiency and effectiveness of customer support processes.
• Regularly update business groups on key customer interaction metrics, including the volume and type of inquiries, case closure rates, and customer feedback. Collaborate frequently with these groups to share business updates and ensure knowledge is current and comprehensive.

To set you up for success in this role from day one, 3M is looking for candidates who must have the following qualifications:

•      Bachelor's degree from an accredited institution.

•      Knowledge on theories and practices, applied to one discipline within customer service (customer inquiry support and complaint resolution, customer service analytics, call-handling, and the like).     

•      Minimum of one (1) year experience in customer support services

•      Knowledge in English and Thai (Writing, Speaking, Listening and Reading) are required for this role.

Additional qualifications that could help you succeed even further in this role include:

•      Salesforce system experience is preferred

•      Experienced with cross-functional project participation

•      Possesses exceptional customer service competencies

•      Enjoys helping and interacting with other people in a professional, courteous manner and give continuous attention to customer satisfaction

•      Ability to work in a high volume rapidly changing environment

•      Ability to work in a team environment and willing to collaborate and compromise, including team leadership

•      Strong Active Listening skills

•      Ability to follow through with commitments and show concern for the needs of others

•      Excellent oral and written communication, including presentation skills

•      PC literate, including Microsoft Office products (Excel), 3M Customer Service systems is a plus.

•      Strong organizational and multitasking skills with the ability to stay focused on prioritized tasks and meet deadlines

•      Team player with good interpersonal skills

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