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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The Intern in CX Ops will contribure to deliver efficient and effective solutions to build trust with our customers being responsible for supporting continuous improvement in operational procedures, facilitating the requests review, participating in launches and new features implementation, configuring in the system process and tools.

In this job you will have the opportunity to work with a multicultural team from all over the world (from arabian to mid-south america, and asia) in a fast-paced environment in a company that is globally transforming the mobility scenario, and you will have the chance to build the new era of the customer support. 

The ideal candidate combines business process knowledge and data skills with business acumen and a client-focused approach. Additionally, self organization and prioritization skills are essential.

• Cooperate in product improvement projects based on Data Analysis, Surveys, Focus Groups, Usability Tests, and internal reports;


• Analyze related data and make business decisions based on the findings and conclusions;


• Review requests of improvements in customer support process and assess the feasibility and impact, coordinating with the specialist the best solutions do be designed.


• Support the designing automated process solutions in accordance with standard design principles and conventions .Identifying and communicating the technical requirements.


• Creating, configuring new automated low-complexity processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand.


• Be present in the front-line understanding the user experience looking for opportunities to continuously improve the mSOPs as well as test the GPTbot solutions to the same purpose. 

• Undergoing Bachelor’s degree in Engineering, Computer Science, System Information or a related field, or equivalent practical experience.
  


• Fluency in English (constant interactions with English speaking teammates in Brazil and China);


• An aptitude for problem solving, with the ability to take a logical route to the source of an error troubleshooting technical issues, having creative solutions to a variety of complex user problems


• Data driven capabilities and is comfortable with quantitative analysis. SQL is a plus


• The ability to work with a structured and methodical approach, combined with an enquiring mind.


• An understanding of workflow based logic and the ability to both understand a business process from a BPMN or DMN diagram, and to illustrate a written process description as a BPMN or DMN diagram.

• 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.

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