Customer Service Specialist

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.

LI-Hybrid

Team Overview:
Role Responsibilities:

- Responsible for executing **moderate to complex operational tasks** in the CX area with **medium guidance**.
- Play an active role in **problem-solving** and **data analysis**, managing tasks efficiently, and providing input on process improvements.
- Collaborate with internal teams and **stakeholders** to improve service delivery and customer experience.
- Conduct root cause analysis for process optimizations and propose improvements for better performance.
- Ensure adherence to **operational metrics** (CSAT, TPO, QA score, etc.), and manage customer inquiries directly excelling his/her skills towards the customer service excellence

Role Qualifications:
**Required Qualifications**:
**Years of Experience**
- Minimum of 1-2 years of experience in service delivery, in-house operations, or BPO environments, with exposure to process improvement, data analysis, and incident management.

**Education**
- Bachelor’s Degree in a business-related field or equivalent experience.

**Soft Skills**:

- ** Strong Communication**: Able to converse effectively and naturally with fintech users to deepen client relationships and drive satisfaction.
- ** Resilience**: Efficiently manage customer interactions while balancing metrics and remaining positive under pressure.
- ** Problem-Solving**: Identify moderate to complex problems, conduct root cause analysis, and offer practical solutions.
- ** Adaptability**: Flexible to changing processes, tools, and operational dynamics.
- ** Accountability**: Self-directed, motivated, and capable of meeting goals with mínimal supervision.

**Stakeholders management**
- Begin understanding stakeholder management concepts.
- Execute basic communication with stakeholders and supervisors.
- Escalate stakeholder issues appropriately.

**Leadership**
- Demonstrate commitment to personal growth by seeking learning opportunities.
- Show strong self-discipline and time management skills.
- ** Be proactive in seeking feedback and guidance.**

**Communication**
- Clear communication in daily tasks and meetings.
- Active listening and ability to seek clarification.

**Hard Skills**:

- ** Data Analysis Proficiency**: Ability to analyze moderate to complex data sets and create performance reports (Excel, Google Sheets).
- ** CRM/BPO Management Tools**: Familiarity with BPO management platforms and customer service systems.

**Languages**
- Fluency in English is required (both written and spoken).
- Native Spanish speaker.
- Good English proficiency, with storytelling concepts gradually introduced.

**Data analysis & Problem solving**
- Identify and define moderate problems within tasks.
- Use problem-solving techniques and tools (e.g., Excel) to address challenges.
- Seek guidance for more complex scenarios and escalate when necessary.

**Project management**
- Start utilizing project management tools.
- Contribute to creating project plans and tracking progress.
- Understand basic risk management and issue identification.

**Understand the Business & Create User Value**
- Show knowledge of products, services, and their value propositions.
- Understand CX metrics and contribute to improving user experiences.
- Participate in business improvement tasks, aiming to enhance the overall customer experience.

**Preferred Qualifications**:

- Experience in CX, FinTech, Super apps, or similar industries.
- Knowledge of back-office processes is a plus.

**Additional Requirements**:

- Flexibility to work between 9:00 AM-6:00 PM, including weekends.
- On-site full-time working scheme 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