Customer Experience Intern

hace 5 días

Ciudad de México, Ciudad de México DiDi Global A tiempo completo
About DiDi Global

DiDi Global Inc. is a leading mobility technology platform that offers a wide range of app-based services across markets, including ride-hailing, taxi-hailing, chauffeur, hitch, and other forms of shared mobility, as well as auto solutions, food delivery, intra-city freight, and financial services.

We provide car owners, drivers, and delivery partners with flexible work and income opportunities. Our commitment to collaborating with policymakers, the taxi industry, the automobile industry, and communities helps solve transportation, environmental, and employment challenges through AI technology and localized smart transportation innovations.

We strive to create better life experiences and greater social value by building a safe, inclusive, and sustainable transportation and local services ecosystem for cities of the future.

About the CX Team

The CX team is responsible for strategically managing the customer experience throughout their journey with the company. We are a customer-centric team that adopts and applies key experience principles to protect customer experience while generating value to the business.

We are seeking an intern to join our team at DiDi Global. As an intern, you will have the opportunity to gain valuable experience and skills in a fast-paced startup environment. Our company is committed to providing a supportive and inclusive work environment that encourages personal and professional growth.

As a CX & Relationship Intern, you will work closely with the CX & Relationship – Service Delivery team in the Spanish-speaking LATAM region, managing our various BPOs. You will work to improve our customer service experience in 9 countries where DiDi has services in Latin America and have the opportunity to learn from experienced professionals in the field, contribute to ongoing projects, and collaborate with a team of dedicated individuals who are passionate about customer experience.

We offer a challenging and rewarding internship experience that will help you develop the skills and experience you need to launch a successful career in the Tech/BPO industry. Our internship program is designed to provide our interns with meaningful work, mentorship, and opportunities for growth.

Role Responsibilities
  • Track KPIs from the customer experience operation and ensure everything is working to our expected 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 to pursue excellence.
  • Interact with other areas and teams, seeking to anticipate possible points of friction and position themselves for the good of the team and our users; validate all reports from BPO (efficiency).
Role Qualifications
  • Currently studying industrial design or data analysis-driven related fields (marketing, design, etc).
  • Excellent Excel knowledge and management.
  • Intermediate English level.
  • Adobe Suite (desired).
  • Excellent oral and written communication skills.
  • Effective management and organization skills.
  • Able to look at results, analyze data, suggest actions.
  • Resilient, able to work in a very dynamic, fast, and highly motivated environment to deliver a memorable customer experience.
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 make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi Global, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi Global are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion, and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions, and better serve the communities we're a part of.

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