Coordinator, Shopping Customer Service Operations

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
No agencies please. 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).