Customer Service Specialist

hace 2 semanas

Ecatepec de Morelos, México DiDi Global A tiempo completo
Company Overview

DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

Team Overview

The Customer Service Specialist is responsible for delivering exceptional service in a dynamic and fast-paced environment. The successful candidate will foster a "Customer First" mentality, promote customer loyalty through personalized service, and ensure operational excellence. This role also plays a critical part in continuous improvement efforts by identifying areas for process optimization and developing strategies to enhance service, efficiency, and performance.

Role Responsibilities
  • Responsible for executing moderate to complex operational tasks in the CX area with medium guidance.
  • Playing an active role in problem-solving and data analysis, managing tasks efficiently, and providing input on process improvements.
  • Collaborating with internal teams and stakeholders to improve service delivery and customer experience.
  • Conducting root cause analysis for process optimizations and proposing improvements for better performance.
  • Ensuring adherence to operational metrics (CSAT, TPO, QA score, etc.), and managing customer inquiries directly, excelling in his/her skills towards customer service excellence.
Role Qualifications
  • 1-2 years of experience in service delivery, in-house operations, or BPO environments, with exposure to process improvement, data analysis, and incident management.
  • Bachelor's Degree in a business-related field or equivalent experience.
  • Strong Communication: Effectively engage with fintech users to build relationships and drive satisfaction.
  • Resilience: Manage customer interactions efficiently while maintaining a positive attitude under pressure.
  • Problem-Solving: Identify, analyze, and resolve moderate to complex issues.
  • Adaptability: Adjust to evolving processes, tools, and operational dynamics.
  • Accountability: Self-motivated and capable of achieving goals with minimal supervision.
  • Stakeholder Management: Basic understanding and ability to communicate and escalate issues effectively.
  • Proactive in learning, managing time, and seeking feedback.
  • CRM & Service Tools: Familiarity with customer service and BPO management platforms.
  • Fluency in English (written & spoken)
  • Experience in CX, FinTech, Super Apps, or similar industries.
  • Knowledge of back-office processes is a plus.
  • Flexible availability (9:00 AM - 6:00 PM, including weekends).
  • On-site full-time work with flexibility requirements.
EEO Statement

We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.

We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

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