Coordinator, Canada Customer Care

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

Coordinator, Canada Customer Care

*Summary:*

• Canada Customer Care is responsible for handling customer complaints or issues through escalated Tier 1 inbound calls and/or case requests and offer solutions to help our customers needs. A Customer Care associate should have good investigation skills to help with customer's concern as well as good de-escalation skills to stop complaints from escalating further.

*General Responsibilities:***

• Handle Tier 1 complaints transferred to Customer Care (inbound call handling and outbound call)
• Verify and send acknowledgement letter
• Send closure letter for cases closed at Tier 1
• Document complaints cases on Empath
• Escalate complaints to Tier 2, as applicable
• Diligent tracking of productivity and case completion all throughout the day
• Logging of accurate complaint notes in the systems/ tools used
• Provide feedback to frontliners (via a tracker) on opportunities observed in call/case handling
• Provide process improvement recommendation to senior management based on trends observed on Tier 1 complaints
• May be assigned / rotated across related sub-functions
• All other job-related duties that may be assigned from time to time

*Basic Qualifications:*

• Educational Background: At least 2 years of college or with equivalent work experience
• 1 year relevant experience in a call center environment

*Skills Required*

• Communication skills in delivering appropriate, direct, and straightforward information both written and verbal.
• Strong interpersonal skills, ability to de-escalate using soft skills
• Analytical skills for decision making
• Able to identify areas for process improvements

*Preferred Qualifications:*

• Problem solving skills in recommending solutions to address customer needs and expectations
• Critical thinking skills to determine the right course of actions based on available data and situations presented
• Able to work autonomously - be self-sufficient and a self-starter
• Able to deliver multiple work expectations efficiently
• Ability to work independently and efficiently in a fast paced environment
• Prior experience using Empath and TSYS

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 ; 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).