Agent, Asia PACE

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description

Job Description:

The person hired for the position of Product Application and Customer Experience Agent will handle varied internal/external customer transactions; including inbound calls via telephone, live chat and written correspondence, educates and informs external customers on both product information and application and/or will direct to appropriate areas of resource, customer sample order entry and servicing customer accounts; communicate with other departments and providers to resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned.

Primary Responsibilities

• Communicates clearly and professionally with the internal/external customer via telephone, live chat and/or written correspondence.
• Customer support for 3M products & services
• Presentation 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
• Support sales and marketing on the following tasks but not limited to sample request, order inquiry, product status and information, CRM task and reports
• 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
• Internal communication with BG or Tier 2 PACE (if applicable)
  
  
  

Basic Qualifications

• Associate degree or higher from an accredited learning 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
  
  
  

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
  
  
  

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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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