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.

• Plays a key role in projects within a functional CX area.
• Brings expertise to their CX area and can execute complex tasks efficiently, with limited guidance.
• Suggests process improvements and plays a role in refining current playbooks.
• In some circumstances, may lead operational teams under the guidance of senior members.

We are looking for a candidate who demonstrates a strong blend of technical, analytical, and interpersonal skills to ensure success in the Customer Service Coordinator role.

Required Qualifications

Years of Experience:

• 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/Post Graduate Degree:

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

Soft Skills

• Resilience: Ability to efficiently manage a steady stream of customer interactions, balancing performance metrics, while remaining positive through change and stressful situations.
• Technical Savvy: Ability to multi-task and navigate multiple systems/applications simultaneously, with speed and accuracy.
• Integrity: Ability to manage sensitive customer information and adhere to all Regulatory and Compliance guidelines.
• Problem-Solving: Able to conduct root cause analysis and offer practical solutions to improve performance.
• Attention to Detail: High accuracy in managing data, processes, and performance metrics.
• Adaptability: Flexible to adapt to changing processes, tools, and operational dynamics.
• Confidence in Uncertainty: Handle uncertainty with confidence and take full ownership of assignments.
• Accountability: Self-directed and motivated; takes responsibility for achieving goals and meeting deadlines while prioritizing work optimally.

Communication

• Communicates clearly and effectively within and across teams.
• Provides guidance and support to junior team members in communication practices.
• Engages in sophisticated written communication, crafting detailed reports or presentations.
• Demonstrates improved listening skills and understanding of diverse perspectives.
• Effectively communicates complex ideas to diverse audiences.
• Starts to build compelling storytelling to address topics across CX.

Stakeholders management

• Identifies and categorizes stakeholders based on their influence, interest, and impact.
• Communicates project updates effectively using various channels.
• Actively seeks feedback from stakeholders and addresses their concerns.

Leadership

• Shows self-discipline, manages time effectively and adapts to changes efficiently.
• Plans and allocates time to meet objectives.
• Capable of setting meaningful, values-aligned goals with a clear vision for professional development.
• Supports junior team members in self-management, organization, and time management.

• Starts to lead team/project members, focusing on operational tasks.

Hard Skills

• Data Analysis & Reporting Tools Proficiency: Proficient in tools like Excel and Google Sheets.
• CRM or CS Platform Proficiency: Proven experience with BPO management tools and CRM systems.

Languages

• Fluency in English is required, both written and spoken.
• Spanish native speaker.
• Demonstrates intermediate English proficiency.

Data analysis & Problem solving

• Dissects moderately complex problems into manageable parts, applying analytical tools and techniques.
• Demonstrates strong logical reasoning skills and can handle moderately complex analytical tasks independently.
• Defines customer feedback categories and implements systems to track and analyze feedback.
• Begins to identify correlations between product features and customer complaints.
• Analyzes diverse data sets, recognizing patterns, and providing interpretations and solutions.

Project management

• Leads medium-sized projects or initiatives within their CX area.
• Develops and manages comprehensive project plans, schedules, and budgets.
• Handles stakeholder interactions and communications.
• Conducts risk assessments autonomously and proposes solutions.

Understand the Business & Create User Value

• Demonstrates a comprehensive understanding of the organization's products/services and their value propositions.
• Shows expertise in CX KPIs (CSAT, CPO, TPO, QA score) and manages outsourced operations with ease.
• Analyzes customer needs and behaviors to suggest experience improvements.
• Contributes ideas to enhance the user experience within specific areas.
• Understands various customer journey touchpoints and emerging market trends.

Preferred Qualifications

• Experience in Customer Experience (CX), FinTech, Super apps, Startups, or similar industries is preferred.
• Back office process experience is a plus.

• 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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