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  • CX Service Delivery Coordinator - Ciudad de México - DiDi

    DiDi
    DiDi Ciudad de México

    hace 2 semanas

    DiDi background
    Educación / Formación
    Descripción

    About DiDi

    DiDi Global Inc. is the world's leading mobility technology platform, offering a range of app-based services across Asia-Pacific, Latin America and Africa.

    The company provides car owners, drivers, and delivery partners with flexible work and income opportunities.

    About the CX Service Delivery Coordinator Role

    The Customer Service Coordinator delivers exceptional customer service in a fast-paced environment.

    The role focuses on fostering loyalty through personalized service and ensuring operational excellence.

    Key Responsibilities

    1. Drive projects within the CX functional area.
    2. Execute complex tasks efficiently with limited guidance.
    3. Suggest process improvements and refine current playbooks.
    4. Lead operational teams under senior guidance.
    5. Work directly with the BPO.
    6. Owning full responsibility for the BPO Operation for a Fintech Line of Business.
    7. Build stakeholder relationships with LOB Supervisors.
    8. Mentor the BPO team.
    9. Understand each LOB Operation to provide insights.
    10. Be data-driven and implement process adjustments as needed.
    11. Contribute to High Impact Projects.
    12. Ensure the Service Delivery role is adopted.
    13. Generate weekly BPO status reports.
    14. Lead High Impact projects from conception to completion.

    Qualifications

    • Minimum of 2-4 years of experience in service delivery, operations, or BPO environment with process improvement, data analysis, and incident management.
    • Bachelor's Degree in a related field or equivalent experience.
    • Proficient in Excel and Google Sheets.
    • Experience with BPO management tools and CRM systems.
    • Fluent in English (written and spoken).
    • Native Spanish speaker.

    Why Work at DiDi

    We create user value, are data-driven, believe in win-win collaboration, integrity, growth, and diversity & inclusion.


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