.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 OverviewThe Specialist Role is the bridge that connects satellite operations with DiDi management team.
This position fosters operational excellence by ensuring Driver Centers operate smoothly and meet performance and experience targets.
This position is key to drive DiDi´s principles and permeate our culture in DiDi satellite locations.Role ResponsibilitiesSupervise driver centers, provide customer support in escalated situations, and manage the overall workflow of a workplace.Act as the liaison between the operation and different business lines.Raise alerts in case of unforeseen events, crises, or government visits.Ensure that DCs are always clean, organized, and visually appealing.Host VoC/info sessions, focus groups, and market intel activities that generate valuable insights to the business and key stakeholders.Manage data collection for updating dashboards.Conduct deep dive analysis to understand the reasons for underperforming metrics - Quality Controls.Role QualificationsYears of experience:2 years previous work experience in retail, BPO operations, customer service, or sales.Main Skills:Strong verbal and written communication skills for effectively interacting with customers, team members, and other departments.Excellent problem-solving abilities to quickly and efficiently address end-user issues and team challenges.Customer-focused approach and ability to work well under pressure.Excellent analytical capabilities to create and analyze reports and KPIs.Strong sales abilities.Entrepreneurial mindset.Flexibility to adapt to changing circumstances, customer needs, and new technologies.Preferred Industries Experience:Experience working in a retail environment, preferably in customer service positions (SME).EEO StatementWe 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