CX Escalation Specialist

DiDi Chuxing; Ciudad de México; Híbrido; MXN 240.000 - 420.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. in Mexico City is seeking a CX Escalation Analyst to deliver outstanding customer service in a fast-paced environment. You will drive a Customer First mentality, support continuous improvement, and contribute to process optimization across CX operations.

The ideal candidate has 1–2 years in service delivery or BPO, a business degree, strong communication, data analysis, and problem-solving skills, and the ability to manage multiple tasks with accountability and resilience.

Formación

• Minimum of 1-2 years of experience in service delivery, in-house operations, or BPO environments.
• Bachelor’s Degree in a business-related field or equivalent experience.
• Strong communication, problem-solving, and data analysis skills.

Responsabilidades

• Playing a key role in projects within a functional CX area.
• Bringing expertise to their CX area and executing complex tasks with limited guidance.
• Suggesting process improvements and refining current playbooks.
• Occasionally leading operational teams under senior guidance.

Conocimientos

Data analysis

Root cause analysis

Stakeholder management

Communication

Problem solving

Adaptability

Time management

Leadership

Educación

Bachelor’s Degree in Business-related field

Herramientas

CRM/BPO Management Tools

Descripción del empleo

DiDi Global Inc. in Mexico City is seeking a CX Escalation Analyst to deliver outstanding customer service in a fast-paced environment. You will drive a Customer First mentality, support continuous improvement, and contribute to process optimization across CX operations.

The ideal candidate has 1–2 years in service delivery or BPO, a business degree, strong communication, data analysis, and problem-solving skills, and the ability to manage multiple tasks with accountability and resilience.