Senior Analyst, CBG PACE Tier 2

Job Summary:

The Product Application Support Representative provides advanced technical support for a 3M division and its product portfolio, serving as an escalation point for complex customer inquiries and product complaints. This role supports customers, business partners, and internal stakeholders through phone and electronic channels by providing product information, technical assistance, service support, complaint resolution, customer education, and sales lead generation.

This role will require working hours aligned with the supported business time zone, which may fall outside standard Philippine working hours.

Primary Responsibilities:

·       Serve as the primary liaison for 3M customers, handling complex, non-routine, and escalated inquiries with urgency, professionalism, and sound judgment.

·       Communicate effectively through phone, live chat, and written channels, adapting communication style based on case complexity, urgency, and sensitivity.

·       Provide advanced customer support by explaining processes, product information, service options, available resources, and appropriate next steps.

·       Document customer interactions, case details, actions, and resolutions accurately in CRM and other business systems.

·       Investigate and resolve complex product or service issues through research, process review, and collaboration with internal teams, service providers, and business stakeholders.

·       Support brand protection activities by ensuring timely issue resolution, accurate escalation, and appropriate follow-through to help mitigate business risk and potential legal exposure.

·       Participate in business reviews with the business group by providing case insights, issue trends, resolution updates, and improvement opportunities.

·       Identify recurring issues, process gaps, and customer experience trends to recommend improvements in service quality, efficiency, and resolution effectiveness.

·       Generate sales leads and promote relevant 3M solutions to support customer needs and business growth.

·       Manage multiple priorities in a fast-paced environment while maintaining accuracy, timely follow-through, and positive customer outcomes.

·       Act as a subject matter expert for key processes, providing guidance and support to team members and stakeholders.

·       Develop and deliver training to enhance team capability and ensure consistent process execution.

Basic Qualifications:

·       Bachelor’s degree or higher from an accredited institution, completed and verified prior to start.

·       Minimum of two (4) four of combined experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement in a private, public, government, military, or 3M Customer Services environment.

·       Experience handling complex, non-routine, or escalated customer inquiries, including product- or service-related concerns, is preferred.

·       Experience handling customer interactions through phone, email, chat, or other communication channels.

·       Excellent English communication skills, both written and verbal, with the ability to communicate effectively with native speakers, understand complex technical information, and clearly explain different viewpoints.

·       Experience serving as the team subject matter expert, providing guidance, support, and process expertise to team members.

·       Experience developing and delivering training to support team capability, knowledge transfer, and process consistency.

·       Knowledge of Salesforce CRM or similar customer relationship management systems.

·       Strong customer service skills with a focus on resolving complex and escalated customer inquiries.

·       Ability to communicate professionally and effectively through phone, chat, written correspondence, and presentations.

·       Strong active listening, problem-solving, judgment, and decision-making skills.

·       Ability to work in a high-volume, fast-paced, and changing environment while managing multiple priorities and deadlines.

·       Strong organizational skills with attention to detail and timely follow-through.

·       Ability to collaborate effectively in a team environment and support team goals, including informal leadership when needed.

·       Proficiency with Microsoft Office applications and general PC tools.

·       Strong interpersonal skills with the ability to remain professional, customer-focused, and solution-oriented in challenging situations.

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