Customer Support Senior Analyst

Primary Responsibilities:

• Communicates clearly and professionally with the internal/external customer via telephone, live chat and/or written correspondence.
• Responds to a variety of inbound internal business partner and external customer inquiries, taking action as appropriate:
• Provides inquiry resolution and escalation per established processes.
• Triages inquiries to others for resolution
• Act as SME within designated division, will have an in-depth knowledge of products, resources and contacts.
• Presentation of our products, services, promotions and send product information according to defined processes.
• Act as central point of contact for all trade partners, private customers, end customers and internal interfaces
• Responsible for monitoring work queues for new requests
• Support the sales and marketing functions in the development of sustainable customer relationships
• Responsible for completing assigned tasks within agreed targets
• Identify opportunities to improve data quality & reduce cycle time
• Other activities delegated by direct supervisor
• Act according to 3M regulation and policies

Basic Qualifications

• Bachelor's degree from an accredited institution.
• Knowledge on theories and practices, applied to one discipline within customer service (customer inquiry support, customer service analytics, call-handling, and the like).
• Minimum of one (1) year experience in customer support services
• Knowledge in English and Thai language (Writing, Speaking, Listening and Reading) are required for this role

Preferred Qualifications

• 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, 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