Coordinator, Shopping Customer Service Operations

Capital One National Association; Hinoba-an; Hybrid; PHP 279,000 - 424,000; Full time

Job summary

Capital One Philippines Service Corp. is seeking a Shopping Customer Service Operations Coordinator in Alabang (Hybrid). You will handle customer support tickets, explain Capital One Shopping products, and assist with rewards and account tasks.

The role requires strong writing, typing, and customer service skills, plus the ability to adapt in a fast-paced environment and make sound judgments in daily interactions with customers and internal teams.

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.

Responsibilities

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

Skills

Customer service

Communication

Time management

Problem solving

Attention to detail

Self-starter

Independent work

Education

Two 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 OneShoppingCustomer Service Operations team is responsible for interacting with customers through written customer support tickets, answering questions about Capital OneShoppingproducts, rewards, etc and completing customer service tasks for Capital OneShoppingaccounts.

Along with excellent writing, typing and customer service skills, the associates in this role must demonstrate an ability to quickly and efficiently answer customer’s questions while anticipating outcomes. TheShoppingCustomer 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 OneShopping’ products to troubleshoot through technical issues that customers face

• Analyze multiple data sources to determine inquiry resolutions, execute account administration actions, and adjustShoppingRewards balances

• Investigate inquiry patterns, identifying root causes of customer experience issues

• Synthesize customer feedback to product partners to support a seamless customer experience

• Followapprovedpolicies 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 withShoppingPlatform 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.

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).