About the company : Didi Chuxing is the world’s leading mobile transportation platform. The company offers a full range of mobile tech-
based mobility options for over 450 million users, including Taxi, Express, Premier, Luxe, Hitch, Bus, Minibus, Designated Driving, Car Rental, Enterprise Solutions and Bike-
Sharing. With its daily orders reaching up to 25 million, over 21 million drivers and car owners are generating income on DiDi platform.
DiDi acquired Uber China in August 2016.DiDi leverages its big data-driven artificial intelligence capabilities to promote the transformation and upgrading of the taxi industry and bus industry and help cities develop smart transportation solutions.
It develops intelligent driving projects and expand business in new energy vehicle industry, along with its acceleration of internationalization.
Globally, DiDi is in strategic and investment partnerships with the world’s seven leading peers. The rideshare network reaches over 60% of the world’s population and covers over 1000 cities.
DiDi is committed to working with communities and partners to solve the world’s transportation, environmental and employment challenges.
By continuously improving the user experience and creating social value continuously, it strives to build an open, efficient, collaborative, and sustainable transportation ecosystem.
About the job : Customer Service is responsible for delivering a memorable experience to our users - drivers and passengers -
by providing support through online and offline channels. Data collected from those interactions are essential to improve our product and services.
Your responsibilities : Lead and develop high performing teams who will support users in different touch point in the customers' journey Work cross-
functionally with supporting teams and other areas to ensure your teams are delivering exceptional customer experience and meeting service level requirements Set up and monitor key performance indicators and seek for continuous process improvement Identifiy opportunities and create solutions to support exponencial growth in customer service Identify opportunities to improve our product, services and communication and colaborate with other areas such as Operations, Engineering, Safety etc