CX Escalation Analyst
IT · Full-time
Mexico City, Mexico
CX Escalation Analyst
Mexico City - Mexico
Customer Experience RegularAbout the company
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-HybridAbout the team/role
The CX Escalation Analyst focuses on delivering exceptional customer service in a challenging and fast-paced environment. The successful candidate will drive a "Customer First" mentality, foster loyalty through personalized service, and ensure operational excellence. The analyst will also play a critical role in continuous improvement efforts, identifying areas for process optimization, and developing strategies to improve service, efficiency, and performance. The ideal candidate must be organized, detail-oriented, adaptable to change, and possess strong communication skills. Additionally, they must be capable of managing time efficiently while handling multiple tasks, with a problem-solving mindset that includes conducting root cause analysis and driving process optimizations.
In this role, you'll be...
-
Playing a key role in projects within a functional CX area.
Bringing expertise to their CX area and can execute complex tasks efficiently, with limited guidance.
Suggesting process improvements and playing a role in refining current playbooks.
In some circumstances, you may lead operational teams under the guidance of senior members.
We're eager to be in touch because you have...
Required Qualifications
Years of Experience
-
Minimum of 1-2 years of experience in service delivery, in-house operations, or BPO environments, with exposure to process improvement, data analysis, and incident management.
Education
-
Bachelor’s Degree in a business-related field or equivalent experience.
Soft Skills
-
Strong Communication: Able to converse effectively and naturally with fintech users to deepen client relationships and drive satisfaction.
Resilience: Efficiently manage customer interactions while balancing metrics and remaining positive under pressure.
Problem-Solving: Identify moderate to complex problems, conduct root cause analysis, and offer practical solutions.
Adaptability: Flexible to changing processes, tools, and operational dynamics.
Accountability: Self-directed, motivated, and capable of meeting goals with minimal supervision.
Stakeholders management
-
Begin understanding stakeholder management concepts.
Execute basic communication with stakeholders and supervisors.
Escalate stakeholder issues appropriately.
Leadership
-
Demonstrate commitment to personal growth by seeking learning opportunities.
Show strong self-discipline and time management skills.
Be proactive in seeking feedback and guidance.
Communication
-
Clear communication in daily tasks and meetings.
Active listening and ability to seek clarification.
Hard Skills
-
Data Analysis Proficiency: Ability to analyze moderate to complex data sets and create performance reports (Excel, Google Sheets).
CRM/BPO Management Tools: Familiarity with BPO management platforms and customer service systems.
Data analysis & problem-solving
-
Identify and define moderate problems within tasks.
Analyze data and apply logic to resolve issues.
Use problem-solving techniques and tools (e.g., Excel) to address challenges.
Seek guidance for more complex scenarios and escalate when necessary.
Project management
-
Start utilizing project management tools.
Contribute to creating project plans and tracking progress.
Understand basic risk management and issue identification.
Understand the Business & Create User Value
-
Show knowledge of products, services, and their value propositions.
Understand CX metrics and contribute to improving user experiences.
Participate in business improvement tasks, aiming to enhance the overall customer experience.
Preferred Qualifications
-
Experience in CX, FinTech, Super apps, or similar industries.
Knowledge of back-office processes is a plus.
Fluency in English is preferred (both written and spoken).
Additional Requirements
-
Flexibility to work 8h shifts, including weekends.
On-site full-time work scheme. (Location: Insurgentes Sur, CDMX)
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
We are committed to building inclusive and diverse teams
At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.
Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.
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.