CX Service Delivery Coordinator

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.

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The Customer Service Coordinator focuses on delivering exceptional customer service in a challenging and fast-paced environment. The successful candidate will drive a "Customer First" mentality, foster loyalty through personalized service, and ensure operational excellence. The specialist will also play a critical role in continuous improvement efforts, identifying areas for process optimization, and developing strategies to improve service, efficiency, and performance. The ideal candidate must be organized, detail-oriented, adaptable to change, and possess strong communication skills. Additionally, they must be capable of managing time efficiently while handling multiple tasks, with a problem-solving mindset that includes conducting root cause analysis and driving process optimizations.

• Playing a key role in projects within a functional CX area.

• Bringing expertise to their CX area and executing complex tasks efficiently, with limited guidance.

• Suggesting process improvements and contributing to refining current playbooks.

• Leading operational teams under the guidance of senior members in some circumstances.

• Working directly with the BPO.

• Owning full responsibility for the BPO Operation for a Fintech Line of Business.

• Building strong stakeholder relationships with your LOB Supervisors.

• Mentoring the BPO team.

• Understanding each LOB Operation to provide insights to the Business.

• Being data-driven, associating the operation with your metrics performance, and implementing process adjustments when necessary.

• Contributing with the CX Ops Team to implement High Impact Projects.

• Ensuring the Service Delivery role is adopted.

• Generating weekly BPO status reports for your LOB.

• Leading High Impact projects from conception to completion.

• Minimum of 2-4 years of experience in service delivery in-house, operations, or a BPO environment with direct exposure to process improvement, data analysis, and incident management.

• Bachelor's Degree in a business-related field or equivalent experience.

• Proficient in tools like Excel and Google Sheets.

• Proven experience with BPO management tools and CRM systems.

• Fluency in English is required, both written and spoken.

• Spanish native speaker

• 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.

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