Job Description
CX & Relationship Specialist
Bogota - Colombia
Customer Experience
Regular
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About 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
About the team/role
Delivery Latam - CX team is a key to deliver a great experience to our customers. Our team is BIG and full of people passionate about delivering a WOW service to our clients! In this position, you will be working directly with the CX & Relationship Sr. Manager for the LATAM region managing our various BPOs. You will work every day to improve our Customer Service Experience in the diferent countries where DiDi has services in Latin America. If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you!
In this role, you'll be...
Ensure our customers' experience in our service channels, as it was designed to be.
Track KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.
Support Delivery Latam in the day to day communication between DiDi and Vendors (BPO) replicating our culture and values.
Engage with all analysts, internal and external, and make everyone's life easier every day.
Generate insights, review and continually improve processes and tools that directly impact the experience of our users.
Create, develop and test experiences to pursuit excellence.
Interact with other areas and teams, seeking to anticipate possible friction points and know how to position themselves for the team's and our users' good.
We're eager to be in touch because you have...
Advanced / Fluent English.
Effective time and team management and organization skills.
Excellent oral and written communication skills.
Ability to look at results, analyze data, participate on decision-making.
Resilient, able to work in a highly dynamic, fast and highly motivated environment to deliver a memorable customer experience and support various internal and external stakeholders.
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.
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