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 Specialist is responsible for delivering exceptional service in a dynamic and fast-paced environment. The successful candidate will foster a "Customer First" mentality, promote customer loyalty through personalized service, and ensure operational excellence. This role also plays a critical part in continuous improvement efforts by identifying areas for process optimization and developing strategies to enhance service, efficiency, and performance.

• 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

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 minimal 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.
• Analyze data and apply logic to resolve issues.
• 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.

• 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms