CX & Relationship Cordinator

99; São Paulo; Presencial; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An innovative technology company is seeking a CX & Relationship Coordinator to enhance customer experiences and drive efficiency. In this vital role, you will collaborate with various stakeholders to implement solutions that positively impact thousands of users. Your analytical skills will help track performance metrics and improve processes, ensuring high standards are met. Join a dynamic team that values collaboration, diversity, and continuous improvement, making a significant difference in the mobility and delivery services landscape.

Qualificações

• Bachelor's degree required.
• Experience in Customer Service or related areas.

Responsabilidades

• Communicate daily with vendors and track KPIs.
• Generate insights to improve user experience.

Conhecimentos

Customer Service

Data Analysis

Communication Skills

Time Management

Team Management

Influencing Skills

Formação académica

Bachelor's Degree

Descrição da oferta de emprego

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About The Company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

Since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates.

Our team enjoys challenges that give us butterflies, working fast with respect, collaboration, and good humor. We value diverse experiences and opinions to grow together, learn from failures, and create better solutions.

About The Role

Our Customer Experience area is key to delivering a great experience to our customers. As a CX & Relationship Sr Specialist, you will work with multiple business stakeholders to deploy projects, analyze, and develop solutions to improve drivers' experience and drive efficiency, impacting thousands of people. You will be responsible for continuous improvement in CX, data analysis, and data management.

You will work directly with the CX & Relationship Manager for Brazil, managing various BPOs, collaborating to achieve results and high performance standards.

In this role, you'll be...

• Communicating daily between DiDi and Vendors (BPO), embodying our culture and values.
• Tracking KPIs and ensuring standards are met.
• Engaging with analysts and making daily interactions easier.
• Generating insights and improving processes impacting user experience.
• Creating and testing new experiences for excellence.
• Validating reports from BPOs on efficiency and costs.
• Collaborating with other teams to anticipate and resolve points of friction.
• Implementing and tracking incentive and recognition campaigns.

We are looking for someone who...

• Holds a Bachelor’s degree.
• Is fluent in English.
• Has experience in Customer Service or related areas.
• Can influence internal and external partners.
• Has effective time and team management skills.
• Possesses excellent communication skills.
• Can analyze data and participate in decision-making.

Why work at DiDi?

We create valuable user experiences, are data-driven, foster win-win collaboration, uphold integrity, and promote growth and diversity. We value inclusion and are open to everyone, including pregnant people and people with disabilities.

Additional details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development