CX & Relationship Coordinator

Join to apply for the CX & Relationship Coordinator role at 99 . 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). 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. About the Team/role 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. 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. 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. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). Seniority level: Entry level. Employment type: Full-time. Job function: Other. Industries: Software Development. #J-18808-Ljbffr