Cx & Relationship Specialist

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:
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 diferente 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

Role Responsibilities:

- Support Sr Analyts in 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.
- Ensure our customers' experience in our service channels, as it was designed to be.
- 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.
- 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.

Role Qualifications:

- Advanced or fluent proficiency in English (spoken and written).
- Strong time management, team coordination, and organizational skills.
- Customer-centric mindset with a continuous improvement approach.
- Excellent verbal and written communication skills.
- Ability to analyze large data sets, interpret results, and contribute to data-driven decision-making.
- Resilient and adaptable, capable of thriving in a fast-paced, dynamic environment while ensuring a high-quality customer experience and collaborating with internal and external stakeholders.
- Previous experience in Customer Service is a plus

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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