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CX Service Delivery Analyst - Cash Loans

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IT
Mexico City, Mexico
Posted on Monday, December 11, 2023

Our team is full of people passionate about delivering a WOW service to our clients! In this position, you will be responsible to build and maintain relationship with other areas within the company in order to guarantee our quality standards and customer experience satisfaction. If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you!

  • Ensure our customers' experience in our service channels, as it was designed to be.
  • Engage with all analysts, internal and external, and make everyone's life easier every day.
  • Generate insights, review and continually improve processes and tools that directly impact the experience of our users.
  • Create, develop and test experiences in order to pursuit excellence.
  • Track KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.
  • Validate all reports from BPO (Efficiency and Cost).
  • Interact with other areas and teams, seeking to anticipate possible points of friction and know how to position themselves for the good of the team and our users.
  • Implement, execute follow ups and track the results of incentive and recognition campaigns.
  • Responsible for the interface between DiDi and Vendors (BPO) replicating our culture and values.

  • Bachelor’s degree (required)
  • Advanced / Fluent English
  • Experience in customer service areas
  • Experience with supplier management
  • Excellent oral and written communication skills
  • Effective time and team management and organization skills
  • Look at results, analyze data, make the necessary decisions
  • Ability to interact and influence internal and external partners
  • Resilient, able to work in a very dynamic, fast and highly motivated environment to deliver a memorable customer experience

This job is no longer accepting applications

See open jobs at 99.