Customer Experience Ambassador

What's your new role about?
DAZN is a leading worldwide sports broadcaster (live & on-demand) that reaches millions of concurrent viewers every week across multiple platforms and devices. We care a lot about seamless user journeys and best Customer Experience globally. The CX team based in India works every day to achieve this, enabling our customers enjoy the value of our offerings through diversified products and services.

At Dazn you will have the opportunity to make your mark and the power to make change happen - to make a difference for our customers. When you join DAZN you will work on high value deliverables that impact millions of lives – so gear up!
Key Responsibilities

• Your role is crucial for improving customer satisfaction and loyalty by providing excellent service and resolving issues. You should be passionate about improving user journeys, contact points, processes, and documentation.
• You will interact directly with customers (phone & chat) to address complaints, low scored CSAT surveys, app ratings, and repeated contacts within a week.
• You will gather customer feedback, identify trends, collaborate with product & tech teams to fix issues and resolve root causes. Additionally, you'll follow up with customers on solutions and changes we have made.
• You will work with cross-functional teams and external partners to enhance processes, address customer pain points, and prioritize resolutions to improve service quality.
• You will be essential in achieving customer service goals, operational targets, and continuous support improvements across all channels to boost customer retention, reduce service costs, and drive revenue growth.
• Use data and analytics to monitor operations, identify improvement areas, optimize routines, and implement enhancements that impact key metrics like CSAT and customer retention.
• Provide high-quality analytical reports on customer service performance daily, weekly, and monthly.

To be successful in this role you should have:

• A minimum of 8years experience as a Team Lead/SME in Customer Services, Quality Assurance, Payment Operations, CSAT advocacy, etc.
• Excellent verbal and written communication skills
• Excellent analytical, executive reporting and presentation skills.
• Experience in working with technical support teams and collaborating with all levels of management
• Strong problem-solving abilities and attention to detail.
• Ability to handle challenging situations with patience and professionalism.
• Proficiency in using customer service software (Zendesk, Conviva, etc) & related tools.
• Prior experience supporting OTT platforms, Sports domain or global businesses.
• Proficiency in foreign languages: French / German / Italian / Spanish.