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.

Work Set up: W@H

Work Schedule: 4:00 PM - 1:00 AM EST, Thursday- Friday Off

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

Preferred Qualifications:

• Familiarity with Shopping Platform products

Internal Job Posting Reminders:

Eligibility Criteria for IJP:

• Associate must have a recent rating of at least Strong or above
• Associate's current time in position, as noted on Workday is greater than or equal to 6 months
• Associate is not actively on any type of a Performance Improvement Plan (PIP)
• Associate must not have any written warning corrective action and up in any stage of the application process
• Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting

NOTES:

• Open to All Sr Ops Representative associates (preferably from Back Office Queues)
• Completion of internal questionnaire is required to proceed
• Don't forget to upload your resume in Workday before submitting your application or you may also submit your resume directly to the Hiring Manager
• Requisition is open under local terms

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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For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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