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.

#LI-HybridTeam Overview

In the Customer Experience area , we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customer experience throughout their journey with the company. We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect the customer experience while generating value for the business. We are looking for people who are willing to embrace these principles by going above and beyond to bring them to life and, most importantly, who are passionate and motivated about positively impacting people's lives and experiences.

Role Responsibilities

The Customer Service Coordinator focuses on delivering exceptional customer service in a challenging and fast-paced environment. The successful candidate will drive a "Customer First" mentality, foster loyalty through personalized service, and ensure operational excellence.

This role will play a critical role in continuous improvement efforts, identifying areas for process optimization, and developing strategies to improve service, efficiency, and performance. The ideal candidate must be organized, detail-oriented, adaptable to change, and possess strong communication skills. Additionally, they must be capable of managing time efficiently while handling multiple tasks, with a problem-solving mindset that includes conducting root cause analysis and driving process optimizations.

Responsibilities:

• Analyzing customer needs and behaviors to suggest experience improvements.
• Defining customer feedback categories and implements systems to track and analyze feedback.
• Understanding various customer journey touchpoints and emerging market trends.
• Contributing with ideas to enhance the user experience within specific areas.
• Leading medium-sized projects or initiatives within their CX area.
• Developing and managing comprehensive project plans, schedules, and budgets.

Role Qualifications

• Minimum of 3 years of experience in service delivery in-house, operations, or a BPO environment with direct exposure to process improvement, data analysis, and incident management.
• Experience managing small teams.
• Bachelor's Degree in a business-related field or equivalent experience.
• Intermediate English (especially spoken). Spanish is a plus.
• Data Analysis & Reporting Tools Proficiency: Proficient in tools like Excel and Google Sheets.
• CRM or CS Platform Proficiency: Proven experience with BPO management tools and CRM systems.
• Strong logical reasoning skills and can handle moderately complex analytical tasks independently.
• Shows expertise in CX KPIs (CSAT, CPO, TPO, QA score) and manages outsourced operations with ease.

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 & Inclusion

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.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on #J-18808-Ljbffr

---