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.
For more information, please visit: www.didiglobal.com/news

LI-Hybrid

Team Overview:
DiDi Card Experience Operations team is the core team that guarantees a quality user experience. The team is business representative in the customer experiene aspect, and targets to improve the overall service level by handling complex consulting issues, precipitating SOPs, and driving product optimization. This is a fast growing new business for DiDi, and we are looking for candidates with user awareness, innovation and excellent problem solving skills to join us and drive the business to take off.

Role Responsibilities:

• The voice of the customer and advocate for their needs.
• Handling customer inquiries with escalated from frontline service team, communicate professionally with relevant teams, coordinate comprehensively to solve customer contacts, responsible for efficiency / accuracy of escalating tickets and QA quality.
• Regularly coaching frontline CSRs, and cooperate with frontline service team to improve service level.
• Cooperating with related teams, organize and participate in customer service CSRs team training and tests, and improve the knowledge base and service level.
• Enhancing product business understanding and service level, strictly implement the service specification, and complete the processing of upgrade cases with quality and quantity
• Regularly reviewing escalation tickets to support team. Drive service strategy optimization and identify product experience optimizations

Role Qualifications:

• Years of Experience: 3 years.
• Bachelor’s degree.
• Educational Background: Administrative, accounting, tourism, math, economy, marketing.
• Preferred Industries Experience: Banking, finance, insurance, loans, tourism.
• Data and software: Medium to advance knowlede in Excel and G-suite. Knowledge in CRM is preferable.
• Spoken Languages: Spanish, (English is a +).

About work schedule: Hybrid scheme (3 days in office, 2 days work from home). This might change to 100% in office due to operational and business need so being open to change is a great asset.

Workplace: Av. Gustavo Baz Prada 2160 Tlalnepantla, 54060 México, Méx.

• Workplace might change in short to a medium term.

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.

Role Responsibilities:

• The voice of the customer and advocate for their needs.
• Handling customer inquiries with escalated from frontline service team, communicate professionally with relevant teams, coordinate comprehensively to solve customer contacts, responsible for efficiency / accuracy of escalating tickets and QA quality.
• Regularly coaching frontline CSRs, and cooperate with frontline service team to improve service level.
• Cooperating with related teams, organize and participate in customer service CSRs team training and tests, and improve the knowledge base and service level.
• Enhancing product business understanding and service level, strictly implement the service specification, and complete the processing of upgrade cases with quality and quantity
• Regularly reviewing escalation tickets to support team. Drive service strategy optimization and identify product experience optimization

Role Qualifications:

• Years of Experience: 3 years.
• Bachelor’s degree.
• Educational Background: Administrative, accounting, tourism, math, economy, marketing.
• Preferred Industries Experience: Banking, finance, insurance, loans, tourism.
• Data and software: Medium to advance knowlede in Excel and G-suite. Knowledge in CRM is preferable.
• Spoken Languages: Spanish, (English is a +)