Company Overview:
DiDi Integral 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.
LI-Hybrid
Team Overview:
skills to join us and drive the business to take off.
Role Responsibilities:
- Acting as the voice of the customer and advocating for their needs.
- Handling escalated customer inquiries from the frontline service team, communicating professionally with relevant teams, and coordinating efficiently to resolve customer issues. Ensuring accuracy and efficiency in ticket escalation and QA quality.
- Gaining experience, regularly coaching frontline CSRs, and collaborating with the frontline service team to improve service levels.
- Collaborating with relevant teams to organizing and participating in customer service training and assessments, improving the knowledge base and service quality.
- Strengthening product knowledge and service delivery by strictly implementing service specifications and ensuring quality and efficiency in processing upgrade cases.
- Regularly reviewing escalation tickets to support the team, driving service strategy optimization and identifying opportunities for product experience improvements.
Role Qualifications:
- **Years of Experience**: 2 years.
- ** Education**:



High School or Bachelor’s degree.
- ** Educational Background**: Administrative, Accounting, Tourism, Mathematics, Economics, Marketing.
- ** Preferred Experience**: Banking, Finance, Customer Experience, Call Center.
- ** Data and Software Skills**: Intermediate to advanced knowledge of Excel and G-Suite. CRM knowledge is a plus.
- ** Languages**: Spanish (English is a plus).
- ** Work Schedule**: 100% in-office, two days off (weekends not included). Willing to work on holidays and overtime.
- ** Work Location**: Av. Gustavo Baz Prada 2160, Tlalnepantla, 54060, México, Méx.
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.
**We are committed to building inclusive and diverse teams.**
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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