.Company OverviewDiDi 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/newsTeam OverviewIn the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer's experience while generating value to the business.
We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impacting people's lives and experiences.Role ResponsibilitiesTracking KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.Engaging with all analysts, internal and external, and make everyone's life easier every day.Generating insights, reviewing and continually improving processes and tools that directly impact the experience of our users.Creating, developing and testing experiences in order to pursue excellence.Interacting 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; validating all reports from BPO (Efficiency).Overviewing content creation process to deliver best quality for BPO onboarding and continuous improvement plans.Managing and improving BPO employees onboarding curricula.Role QualificationsThe successful applicant:Currently studying marketing or administrative driven related fields (Marketing, Business Administration, Design).Microsoft Suite knowledge and management.Adobe Suite knowledge and management (desirable).Intermediate English Level.Excellent oral and written communication skills.Effective management and organization skills.Able to look at content for corrections and upgrades