Coordinator, Shopping Customer Service Operations

Capital One; Muntinlupa; On-site; PHP 335,000 - 502,000; Full time

Job summary

Capital One Shopping is seeking a Coordinator for Shopping Customer Service Operations in Alabang. The role focuses on handling customer support tickets, resolving product questions, and maintaining accurate rewards balances in a fast-paced environment.

Ideal candidates will have at least two years of college, strong written and verbal communication, and experience in financial services customer support. This position offers a hybrid setup with night shifts, requiring adaptability and strong

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
• 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

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

Skills

Customer service

Written comms

Verbal comms

Attention to detail

Time management

Problem solving

Stakeholder mgmt

Google Suite

Independent worker

Education

Two years 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 customer’s 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.
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• 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).
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