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.

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Customer Service Sr Analyst  will take on the direct management of the BPO responsible for user interactions on social media platforms, ensuring efficient and strategic customer service. Additionally, the team will generate insights to optimize operational performance and drive the continuous improvement of KPIs.  The ideal candidate will have a strong analytical background, experience in customer operations, and a deep understanding of social media platforms to drive impactful decisions.

In this role you will be doing...

• Serve as the main point of contact between DiDi/99 and our BPO partners, ensuring consistent communication and the promotion of our culture and values across all interactions.


• Track key Customer Experience KPIs, ensuring performance meets, and exceeds, our high operational standards.


• Actively engage with internal and external stakeholders, fostering collaboration to simplify and improve our daily workflows.


• Generate actionable insights for our internal teams to continuously improve processes and tools that directly impact the user experience.


• Design, test, and iterate on Service Delivery initiatives in the ongoing pursuit of operational excellence.


• Validate BPO reports related to efficiency and cost, ensuring data accuracy and accountability.


• Lead the execution and tracking of incentive and recognition campaigns, ensuring they are implemented effectively and deliver measurable impact.


• Experience in social media platforms or a similar role will be a plus*. 

• Bachelor’s degree (required).


• Advanced English.


• Experience in customer experience operations or related fields.


• Ability to interact and influence internal and external partners.


• Effective time and team management.


• Excellent oral and written communication skills.


• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.


• Ability to thrive in a multicultural environment and work collaboratively across teams and regions.

• 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.

At DiDi, 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 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms