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.

• Be the voice of the customer and advocate for their needs.
• Handle 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.
• Accumulate work experience, regularly coach frontline CSRs, and cooperate with frontline service team to improve service level.
• Cooperate with related teams, organize and participate in customer service CSRs team training and tests, and improve the knowledge base and service level.
• Enhance product business understanding and service level, strictly implement the service specification, and complete the processing of upgrade cases with quality and quantity
• Regularly review escalation tickets to support team. Drive service strategy optimization and identify product experience optimizations

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• La voz del cliente y abogarás por sus necesidades.
• Manejarás las consultas de los clientes escaladas por el equipo de primera linea. Te comunicarás profesionalmente con los equipos relevantes, coordinarás de manera integral para resolver los contactos de los clientes, serás responsable de la eficiencia/precisión de los tickets escalados.
• Compartirás tu experiencia y cooperarás con el equipo de servicio de primera línea para mejorar el nivel de servicio.
• Implementarás procesos y seguirás estrictamente las especificaciones del servicio y el procesamiento de casos con calidad.
• Impulsarás la optimización de la estrategia de servicio y de la experiencia del producto.

1. Years of Experience: 2 years.
2. High school/Bachelor's degree.
3. Educational Background: Administrative, accounting, tourism, math, economy, marketing.
4. Preferred Industries Experience: Banking, finance, insurance, loans, tourism.
5. Data and software: Medium to advance knowlede in Excel and G-suite. Knowledge in CRM is preferable.
6. Spoken Languages: Spanish, (English is a +).
7. About work schedule: 100% in office, two days off but weekends are not included, willing to work on holidays and over time.
8. Place of work: Atento Site, Centro Historico, Dr. Valenzuela 18, Doctores, Cuauhtémoc, 06720 Del. Cuauhtémoc, CDMX.

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1. Años de Experiencia: 2 años.
2. Bachillerato/Licenciatura.
3. Formación Educativa: Administrativa, contabilidad, turismo, matemáticas, economía, marketing.
4. Experiencia en industrias preferidas: banca, finanzas, seguros, préstamos, turismo.
5. Datos y software: Conocimiento medio a avanzado en Excel y G-suite. Preferiblemente conocimientos en plataformas de manejo clientes.
6. Idiomas hablados: Español, (el inglés es un +).