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CX & Relationship Analyst



IT, Customer Service
Bogotá, Bogota, Colombia
Posted on Sunday, February 11, 2024

Our customer experience area 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 Manager for the Spanish Speaking 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!

Your responsibilities:

  • Ensure our customers' experience in our service channels, as it was designed to be.
  • Track KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.
  • Support Sr Analyts in the day to day communication between DiDi and Vendors (BPO) replicating our culture and values.
  • 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.

The successful applicant:

  • Advanced / Fluent English.
  • 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.
  • Resilient, able to work in a highly dynamic, fast and highly motivated environment to deliver a memorable customer experience and support various internal and external stakeholders