Credit Card Tier 2 Service Agent
hace 2 meses
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:
Role Responsibilities:
- Be the voice of the customer and advocate for their needs.
- Handle customer inquiries with escalated from frontline service team, communicate professionally with relevant teams, coordinate comprehensively to solve customer contacts, responsible for efficiency / accuracy of escalating tickets and QA quality.
- Accumulate work experience, regularly coach frontline CSRs, and cooperate with frontline service team to improve service level.
- Cooperate with related teams, organize and participate in customer service CSRs team training and tests, and improve the knowledge base and service level.
- Enhance product business understanding and service level, strictly implement the service specification, and complete the processing of upgrade cases with quality and quantity
- Regularly review escalation tickets to support team. Drive service strategy optimization and identify product experience optimizations
- La voz del cliente y abogarás por sus necesidades.
- Manejarás las consultas de los clientes escaladas por el equipo de primera linea. Te comunicarás profesionalmente con los equipos relevantes, coordinarás de manera integral para resolver los contactos de los clientes, serás responsable de la eficiencia/precisión de los tickets escalados.
- Compartirás tu experiência y cooperarás con el equipo de servicio de primera línea para mejorar el nível de servicio.
- Implementarás procesos y seguirás estrictamente las especificaciones del servicio y el procesamiento de casos con calidad.
- Impulsarás la optimización de la estrategia de servicio y de la experiência del producto.
Role Qualifications:
- Years of Experience: 2 years.
- High school/Bachelor's degree.
- Educational Background: Administrative, accounting, tourism, math, economy, marketing.
- Preferred Industries Experience: Banking, finance, insurance, loans, tourism.
- Data and software: Medium to advance knowlede in Excel and G-suite. Knowledge in CRM is preferable.
- Spoken Languages: Spanish, (English is a +).
- About work schedule: 100% in office, two days off but weekends are not included, willing to work on holidays and over time.
- Place of work: Atento Site, Centro Historico, Dr. Valenzuela 18, Doctores, Cuauhtémoc, 06720 Del. Cuauhtémoc, CDMX.
- Años de Experiência: 2 años.
- Bachillerato/Licenciatura.
- Formación Educativa: Administrativa, contabilidad, turismo, matemáticas, economía, marketing.
- Experiência en industrias preferidas: banca, finanzas, seguros, préstamos, turismo.
- Datos y software: Conocimiento medio a avanzado en Excel y G-suite. Preferiblemente conocimientos en plataformas de manejo clientes.
- Idiomas hablados: Español, (el inglés es un +).
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.**
We are committed to building inclusive and diverse te
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