Customer Issue Resolution Analyst

hace 2 semanas

Orotina, Costa Rica 3M A tiempo completo

**Job Description**:

- Job Description
- The Person in this position is responsible for handling customer complaints. The employee's main responsibilities include ensuring high quality
- complaint handling, complying with accepted quality and quantity standards as well as ensuring efficient customer service. This person is
- responsible for comprehensive handling of customer complaint submissions. He is also open to contact with internal clients and
- demonstrates high skills in building relations with customers. Person is responsible for recommendations for ongoing process
- improvements to drive efficiency and maximize value realization.
- Duties and responsibilities:

- 1. Customer service support in the complaint process
- 2. Registration and consideration of customer complaints
- 3. Preparation of written responses to customer complaints
- 4. Co-creation of procedures in the complaint section
- 5. Responsible for monitoring work queues for new requests
- 6. Responsible for completing assigned tasks within SLA targets
- 7. Preparation of reports and statistics on complaints
- 8. Ensuring efficient customer complaint service
- 9. Preparation of reports, analyzes, summaries and qualitative indicators
- 10. Identify opportunities to improve data quality & reduce cycle time
- 11. May include coordination of various activities relevant for processes, including responding to general business and process
- related questions or issues
- 12. May include training and deployment support pre and/or post go-live
- 13. Responsible for escalation of issues if needed
- 14. Continuous improvement of processes and Lean Six Sigma project coordination
- 15. Positively contributes to and supports team efforts and objectives
- 16. Other activities delegated by direct supervisor
- 17. Act according to 3M regulation and policies
- Knowledge and skills:

- Detailed oriented and enjoys working with operational processes
- Proactive attitude to the duties entrusted
- Collaborative Team player
- Analytical skills.
- Basic Qualifications:

- Bachelor's degree on a accredited University or 2+ years of equivalent experience in finance, customer service or marketing.
- 1-2 years of equivalent work experience in Complaints Handling, Customer Issue Resolution, Operations, Customer Service.
- Advance English level B2+
- Advance Excel knowledge (Pivot Tables, Vlookup, Formulas)
- Preferred Qualifications:

- Previous experience working with SAP / SalesForce
- Previous experience working within customer service / customer issue resolution / complaints is a benefit.
- Supporting Your Well-being
- 3M offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
- Imagine your future in 3M

3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.

Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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