Cx Service Strategy Intern

hace 3 meses

Bogotá Cundinamarca, Colombia DiDi Global A tiempo completo

Company Overview:
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.

LI-Hybrid

Team Overview:
Service Strategy team is incharge of identify support main opportunities, to create an improvement roadmap around them.

Team is close to our Front line support areas, understanding from first hand the customers or parnterss complaints.

Service Strategy leads the process improvements scenarios and coolaborate with product and Experience Strategy team to grant a good experience to our users.

Role Responsibilities:

- Doing deep dive and analyisis to identify oportunities in the support
- Creating process flows and suggest proposals
- Supporting with data analyisis and trackers for main KPIs and OKR
- Understanding the overall concept of the company, including the brand, customer, product goals, and all other aspects of service.
- Rotating through our divisions of responsibility and help on the process improvements and deep dives analysis.
- Accepting designated, business-focus projects to research, propose ideas and solutions, and present final projects during the internship.
- Engaging with users, parents, and BPOs by providing support.
- Learning and becomes proficient on internal software systems.
- Assisting in creating performance reports.

Role Qualifications:

- Problem Solving Mindset
- Customer Centric visibility
- Excellent executor
- Verbal communication

EEO Statement:

- We create customer 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.
- We believe in 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.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

**We are committed to building inclusive and diverse teams.**

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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