Customer Experience Intern

Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, 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.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives 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.

Team Overview:
The Customer Experience department in DiDi is a key to deliver a great journey to all customers. Our team is dynamic, multicultural, diverse and full of passionate people located all over the world whose mission is to take care of people to build trust through incredible experiences and efficient technology.

The CX operations Analyst will work in the Customer Experience team, allocated in the CX operations department. In this role you will assist the team with analysis and reports by providing insightful Data in order to support the team's initiatives, will be responsible for setup and create Customer Services flows in order to generate the best Customer Experience. As well, this role works together with other stakeholders in order to act in the implementation of projects related to the improvement of processes and KPIs.

Role Responsibilities:

- Understands the overall concept of the company, including the brand, customer, product goals, and all other aspects of service.
- Rotates through our divisions of responsibility and provides ideas to grow and improve the business.
- Accepts designated, business-focus projects to research, propose ideas and solutions, and present final projects during the internship.
- Engages with customers or clients and provides service and/or sales.
- Provide suggestions to management for improving customer service and internal processes.
- Learns and becomes proficient on internal software systems.
- Assists in creating performance reports.

Role Qualifications:

- Data analytics
- Problem Solver
- Excellent executer
- Verbal communication
- Organization
- Scheduling
- Professionalism
- Customer obsessed
- Confidentiality
- Creative
- Proactive
- Detail focus

EEO Statement:
**You'll love working at DiDi because**
- 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.

**We are committed to building inclusive and diverse teams.**

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.