Coordinator, Shopping Customer Service Operations

Capital One; Oslo; Hybrid; NOK 55,000 - 73,000; Full time

Job summary

Capital One Shopping Customer Service Operations in Alabang, Philippines seeks a Coordinator to support customers through written tickets, answer questions about Shopping products and rewards, and perform account tasks in a fast-paced environment.

You will develop product knowledge, troubleshoot issues, analyze data sources to resolve inquiries, and communicate with internal and external customers with professionalism.

Qualifications

• At least 2 years of college or equivalent work experience
• Experience identifying and executing process improvements
• Proficient in Google Suite products
• Stakeholder management experience
• Customer service experience in financial services or banking
• Excellent verbal and written communication
• Strong time management and attention to detail
• Self-starter who can work independently
• Open to working in Alabang
• Willingness to a hybrid setup and night shifts (10 PM - 7 AM / 1 AM - 10 PM MLA)

Responsibilities

• Read, interpret and respond to customer support tickets (emails) in a fast-paced production environment
• Develop a robust understanding of Capital One Shopping products to troubleshoot technical issues
• Analyze multiple data sources to determine resolutions and adjust Shopping Rewards balances
• Investigate inquiry patterns and identify root causes of customer experience issues
• Synthesize customer feedback to product partners for a seamless experience
• Follow approved policies and procedures to respond accurately while adhering to regulatory requirements
• Exhibit professionalism and integrity in all communications
• Identify areas for improvement in team processes and servicing collateral

Skills

Customer service

Stakeholder management

Attention to detail

Time management

Strong communication

Problem solving

Education

2 years of college or equivalent

Tools

Google Suite

Job description

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Coordinator, Shopping Customer Service Operations

Summary:

The Capital One Shopping Customer Service Operations team is responsible for interacting with customers through written customer support tickets, answering questions about Capital One Shopping products, rewards, etc and completing customer service tasks for Capital One Shopping accounts. Along with excellent writing, typing and customer service skills, the associates in this role must demonstrate an ability to quickly and efficiently answer customers' questions while anticipating outcomes. The Shopping Customer Service Operations Coordinator will have the ability to adapt and thrive in a dynamic, fast paced environment while displaying sound judgment in decision making and possess strong communication skills required to interact with internal and external customers on a daily basis.

General Responsibilities:

• Read, interpret and respond to customer support tickets (emails) in a fast-paced production environment
• Develop a robust understanding of Capital One Shopping’s products to troubleshoot through technical issues that customers face
• Analyze multiple data sources to determine inquiry resolutions, execute account administration actions, and adjust Shopping Rewards balances
• Investigate inquiry patterns, identifying root causes of customer experience issues
• Synthesize customer feedback to product partners to support a seamless customer experience
• Follow approved policies and procedures to respond to customer inquiries with a high degree of accuracy, adhering to all regulatory requirements
• Exhibit a high degree of professionalism and integrity in all communication
• Identify areas for improvement in team processes and servicing collateral

Basic Qualifications:

• Educational Background: At least 2 years of college or equivalent work experience
• Experience in identifying, recommending, and executing process improvements
• Proficient in Google Suite products
• Stakeholder Management Experience
• Customer service experience in a financial services environment or banking services environment
• Excellent verbal and written communication skills
• Strong attention to detail
• Strong time management skills
• Strong judgment & problem solving skills
• Self starter and can manage workload independently
• Open to working in Alabang
• Amenable to a Hybrid Setup and a Work Schedule of 10 PM - 7 AM / 1 AM - 10 PM MLA

Preferred Qualifications:

• Familiarity with Shopping Platform products

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Capital One does not provide, endorse nor guarantee and is not liable for third‑party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).