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.
Basic Qualifications
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.
Preferred Qualifications
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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Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.
Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.
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