CX & Relationship Coordinator

Company Overview

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).

To make life easier for millions of people every day, 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. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

Team Overview

Our Customer Experience area is a key to deliver a great experience to our customers.

As a CX & Relationship Coordinator you will be in charge of working with multiple business stakeholders in order to deploy cross functional projects, analysis and solutions oriented to improve our drivers experience as well drive efficiency for our business, generating impact for thousands of people! You will be accountable for the continuous improvement process in CX and at the same time responsible for drive data analysis and data management of CX.

High speed towards implementation and constant learning will be key part of this journey. As a CX & Relationship Coordinator you will be working directly with the CX & Relationship Manager for Brazil region managing our various BPOs. You will collaborate to achieve our results and DiDi´s high performance standards.

Role Responsibilities

• Responsible for 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.

• 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;

• Validate all reports from BPO (Efficiency and Cost)

• 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;

• Implement, execute follow ups and track the results of incentive and recognition campaigns.

Role Qualifications

• Bachelor’s degree (required).

• Advanced / Fluent English.

• Experience in Customer Service / Experience areas.

• Ability to interact and influence internal and external partners.

• Effective time and team management and organization skills.

• Excellent oral and written communication skills.

• Ability to look at results, analyze data, participate on decision making.

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.

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.