Customer Issue Resolution Senior Analyst (Korean Speaker)

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Job Description:

Follows a variety of generally defined procedures under general guidance. Handles multiple inquiries and develops solutions for moderately complex issues within customer service areas, such as Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics. This is an individual contributor role. Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary. The work priorities are defined with the manager/supervisor. Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group.

This position will reside in GSC and will report to KR CBG CIR Lead.

Job Duties & Responsibilities

• 1. Complaint 

  a. Review Complaint Analysis (CA)

  b. Communicate with cross‑functional teams as needed (BG, DC, CS, Quality, Marketing, Pricing, etc.).

  2. AR reconciliation for KR self-billing customers

  a. Download deduction data, cut‑off amounts (3M sales vs. customer receipts), and payment information from the Customer Portal.

  b. Enter key data (primarily AR, payment, and e‑tax invoice amounts) into the AR reconciliation file.

  c. Calculate and verify AR discrepancies.

  d. Share AR reconciliation results with the business team and request necessary adjustments.

  e.  Communicate with cross‑functional teams as needed (BG, CS, Marketing, etc.).

  f.   Support the GSC Tax team on tax reconciliation for self‑billing customers.

  3. Account Receivable (AR)

  a. Raise Credit Memo (CM) knock‑off cases.

  b. Communicate with the GSC Cash Application team.

  c. CBG AR Overdue% projection

  c. Perform AR month‑end closing activities.

  4. Credit Management

  a. Raise the Treasury COE cases for credit block release.

  b. Coordinate closely with the COE team and business team to monitor customers with repeated delinquencies.

  c. Special Case – Homeplus: Check daily payments per contract requirements, review the credit block list, and release credit blocks in alignment with COE and BG CO Lead guidance.

  5. Activity

  a.  Present Credit Block List, AR overdue status, Case Inflow, and Cycle Time in KR Tier 1 meeting. 

  b. Enter required reasoning in the Tier 5 file.

  6. Collateral

  a. Handle collateral documentation.

  b. Update collateral records and status 

  Korea Complaint Handling Super user & Local Support - Role & Responsiblility 

  c. Provide guidance to the outsourcing team on customer complaint issues.

  d. Follow up on Salesforce.com and SAP system issues related to complaint errors (coordinate with Complaint SMEs and raise CRM cases as required).

Job Qualifications

• A Bachelor level university/college degree is generally required.
• At least 2 years in a Customer Issue Resolutions/Billing/Credit and Collection role.
• Working knowledge of theories and practices, typically applied to one discipline within Customer Service (such as Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics).
• High Proficiency of the Korean language – Reading, Writing, Speaking, and Listening skills.
• Ability to communicate in spoken and written English.
• Demonstrated proficiency in coordinating tasks.
• Detail-Oriented and high level of comfortability with operational processes.
• Collaborative and a Team player.
• Analytical and a fast learner.
• Experience with a wide array of organizations, countries, and business or functional processes.
• Knowledge and use of Excel and Microsoft Office systems. Maintain and remain current with all training and certifications.

Preferred Qualifications

• Has background in Customer Service or Customer Issue Resolutions/Billing/Credit and Collection.
• Minimum 2 years of Customer Service experience specifically in Customer Issue Resolution. Credit & Collection experience is a plus.
• Previous experience in SAP system is preferred.
• Know-how or experience: Credit Block Releasing, Finance Experience: AR, Dispute Management.
• MS Office – Excel: able to create a summarized data through Pivot table, VLOOKUP, and related formula.
• Knowledge of the Korean Language is highly required - Reading, Writing, Speaking, and Listening skills.

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