Job Description
CX & Relationship Sr Specialist
Sao Paulo - Brazil
Customer Experience
Regular
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About the company
Se para você a tecnologia existe para melhorar o caminho da vida, para o nosso time também: Seu Caminho, Nossa Jornada.
Acreditamos na tecnologia que conecta gente boa no que faz e que vive a diversidade para criar e compartilhar até os caminhos que a gente (ainda!) nem sabe quais são. Trabalhamos para gerar valor não só para os nossos usuários, mas, sobretudo, para as comunidades que servimos e toda a sociedade, tornando a vida das pessoas melhor com serviços que facilitem seu dia a dia - seja com serviços de mobilidade e entrega (99) ou pagamentos digitais (99Pay).
Para facilitar a vida de milhões de pessoas todos os dias, desde 2018 fazemos parte da DiDi Global Inc., a maior plataforma de tecnologia e transporte por aplicativo do mundo. Somos pioneiros na criação de soluções inovadoras que começam no Brasil e que ganham escala para gerar impacto positivo em mais de 12 países em que a DiDi está presente. Essas inovações passam por sustentabilidade, segurança, inteligência artificial, mercado financeiro e um tanto mais.
Seja para construir projetos do zero ou aprimorar nossas soluções, gostamos de desafios que nos fazem sentir frio na barriga, e é por isso que trabalhamos num ritmo acelerado, com respeito, colaboração e bom humor. Nessa jornada, também nos fortalecemos nas diferentes vivências e opiniões para crescermos juntos, errar rápido, aprender e ajustar o caminho para criar soluções que tragam ainda melhores resultados.
About the team/role
Our Customer Experience area is a key to deliver a great experience to our customers.
As a CX & Relationship Sr Specialist you will be in charge of working with multiple business stakeholders in order to deploy cross functional projects, analysis and solutions oriented to improve our drivers experience as well drive efficiency for our business, generating impact for thousands of people! You will be accountable for the continuous improvement process in CX and at the same time responsible for drive data analysis and data management of CX.
High speed towards implementation and constant learning will be key part of this journey. As a CX & Relationship Sr Specialist you will be working directly with the CX & Relationship Manager for Brazil region managing our various BPOs. You will collaborate to achieve our results and DiDi´s high performance standards.
In this role, you'll be...
Responsible for the day to day communication between DiDi and Vendors (BPO) replicating our culture and values.
Track KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.
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 in order to pursuit excellence;
Validate all reports from BPO (Efficiency and Cost)
Interact with other areas and teams, seeking to anticipate possible points of friction and know how to position themselves for the good of the team and our users;
Implement, execute follow ups and track the results of incentive and recognition campaigns.
We're eager to be in touch because you have...
Bachelor’s degree (required).
Advanced / Fluent English.
Experience in Customer Service / Experience areas.
Ability to interact and influence internal and external partners.
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.
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.
Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
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