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:
Are you passionate about providing exceptional customer service in a fast-paced environment? As a Customer Service Specialist, you’ll play a key role in ensuring customer satisfaction, optimizing processes, and driving service excellence. You’ll collaborate with internal teams, analyze issues, and propose improvements to enhance efficiency and performance. If you’re ready to elevate customer experiences and make an impact, we’d love to hear from you.

Role Responsibilities:

- Handle moderate to complex customer service tasks with mínimal guidance.
- Analyze customer inquiries and operational data to improve service delivery.
- Collaborate with teams to enhance customer experience and process efficiency.
- Conduct root cause analysis to identify and implement improvements.
- Ensure adherence to key performance metrics (CSAT, TPO, QA score).

Role Qualifications:

- Experience & Education: 1-2 years in customer service, operations, or BPO environments (in-house experience preferred).
- Bachelor’s degree in a business-related field or equivalent experience.
- Communication & Problem-Solving - Effectively engage with customers and resolve issues.
- Adaptability & Resilience - Stay positive and perform under pressure.
- Accountability & Time Management - Self-motivated with strong organizational skills.
- Data Analysis & Tech-Savvy - Experience with Excel, Google Sheets, and CRM tools.
- Stakeholder Collaboration - Engage with internal teams and escalate when needed.
- Experience in CX, FinTech, Super Apps, or similar industries. Knowledge of back-office processes is a plus.
- Intermediate English (written & spoken) - preferred
- Full-time, on-site role with flexibility to work 9:00 AM - 6:00 PM, including weekends.

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 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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