Customer Relationship and Experience Specialist

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

We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).

To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.

Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.

LI-Hybrid

Team Overview:
The Casa99 Specialist has the role of bringing solid and consistent deliveries, through responsibility for the quality, deadline and accuracy of their own work. In addition to supporting less experienced team members in various more complex tasks and sharing all their technical knowledge with their peers. Positions itself as a positive influence on customers, with excellent service and a reference tone of voice.

Role Responsibilities:
**Responsibilities**:
**People**
Expected Dedication Time: 20%
- Manage the team's productivity, in order to maintain excellence in the appropriate use of time.
- Manage and document team results performance through formal and informal conversations.
- Inform the Coordinator, through reports, of the team's behavioral factors.
- Help the Coordinator to detect talents in the teams in which he participates, through insights and data.
- Support the Coordinator in hiring, training and general administration of external partners.
- Keep analysts and consultants informed and updated about changes in support policies, engaging them through conversations and other forms of content.
- Support the Coordinator in holding weekly meetings with the team and suggesting new forums that increase the team's engagement.
- Organize and hold results and best practices meetings aimed at customer service and experience.
- Act actively to solve the team's problems and crises, mobilizing other co-workers and sharing best practices.
- Be the local guardian of 99 cultural norms and values.

**Process**
Expected Dedication Time: 70%
- Supervise and ensure excellent execution of the quality of service processes, seeking to act proactively to identify and correct deviations and adapt innovative solutions to simplify processes.
- Generate initiatives that guarantee a high conversion rate from external partners to Casas99.
- Plans, organizes and executes engagement events and training for partner drivers.
- Monitor and act on the implementation of initiatives to enchant the Customer Experience and productivity and performance monitoring indicators/KPIs with a focus on continuous improvement of pre-established or not yet generated processes.
- Generate reports with positive and negative impacts on operational results, bringing strategic actions aligned with the business.
- Be an active member of the company, maintaining a constant exchange of information to support the success of the company as a whole.
- Support other areas in launches, system implementations and new processes at Casas99, in addition to collecting feedback on these actions and structuring it to the external partner.
- Monitor and propose possible opportunities to reduce Casa99’s costs.
- Have an interface with internal partners and their respective areas, being the bridge to adjust possible problems and propose active and agile solutions.
- Create escalation flows for highly critical situations to contribute to increasing the efficiency and effectiveness of resolution.
- Participate and contribute to forums and projects related to the area's OKRs.

**Place**
Expected Dedication Time - 10%
- Understand the functionality of allocated work locations (including remote locations as required).
- Create and cultivate a safe work environment, identifying opportunities for safety and improvement in your work area, using the 5S system (use, tidiness, cleaning, normalization and discipline).
- Maintain the standards established in the office and carry out local Governance.
- Be the local support point for the Security, Safety Operations (SOC) and Facilities areas.
- Generate initiatives for continuous improvement in the Governance actions of physical locations.

Role Qualifications:

- At least 2 y