Coordinator, Shopping Customer Service Operations

Capital One Philippines Support Services Corp.; Mimaropa; On-site; PHP 240,000 - 360,000; Full time

Job summary

Capital One Philippines Support Services Corp. is seeking a Shopping Customer Service Operations Coordinator to handle written support tickets, answer questions about Capital OneShopping products and rewards, and complete customer service tasks associated with Capital OneShopping accounts.

The role requires excellent writing, typing and customer service skills, with the ability to respond quickly while anticipating outcomes.

Qualifications

• Excellent writing, typing and customer service skills.
• Ability to quickly answer questions while anticipating outcomes.
• Adaptable to a dynamic, fast-paced environment with sound judgment.
• Strong communication with internal and external customers.

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 issues.
• 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.

Skills

Writing

Typing

Customer service

Job description

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’s 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