Coordinator, Shopping Customer Service Operations

Role Summary

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Coordinator, Shopping Customer Service Operations

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.

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

Requirements

• 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

• For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
• Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

About the Company

As the oldest and largest Line of Business at Capital One, US Card is the engine that powers our enterprise. Within US Card, the Customer Services & Strategy teams don't just maintain the status quo-we are actively rewriting the playbook for how a modern bank operates. We build technology-led, data-driven products acrossFraud, Recoveries, Collections, and Digital Servicingto deliver personalized, empathetic customer experiences at a massive scale.

Join the engine room of Capital One's customer experience. We are seeking strategic, technically-minded Product Managers to lead mission-critical platforms that power billions of interactions. From managing massive data ecosystems to building the interfaces our global agents use every day, you will drive the "under-the-hood" innovation that makes seamless banking possible.

We currently have multiple high-impact roles and are seeking high-caliber Senior Associate Product Managersto join our team. By applying to this role, you will be considered for critical initiatives across our core ecosystems. While each role has a unique focus, they all share a common goal: building scalable, well-managed, and data-driven solutions.

As a Senior Associate PdM, you will own the translation of grand business vision into flawless technical execution. Depending on the role, your day-to-day will include:

About the Roles

Here are just a couple of examples of our open Product Management roles: