Senior Customer Service Agent

Senior Customer Service Agent

Department: 21-432 - Customer Services

Employment Type: Permanent - Full Time

Location: India - Hyderabad

Reporting To: Sridharreddy Bheemidi

Description
Join DAZN as a customer service agent to deliver a World class experience to all DAZN customers globally, working in a 247 environment in our Hyderabad office. You will be the first touchpoint for our users and will use your excellent customer service skills to enhance DAZN's reputation as the number one live sport destination.

Get in touch with us to find out more!

Key Responsibilities
As a Customer Service Agent, you'll have the opportunity to:

• Build your customer service skills by being a first point of contact for DAZN customers o Business level English (C1)
• Previous work experience in a customer service environment
• Good understanding of customer service metrics such as Average Handling Time, Average Response Time, First Time Right, etc
• Strong focus on quality and ambition to deliver world class customer service experience for sports fans
• Ability to troubleshoot customer queries such as streaming, payment and technical issues
• Teamwork and willingness to adapt to DAZN processes
• Excellent oral and written communication skills
• Complete our customer service training programme
• Gain broader business experience by working with multiple global teams
• Work on DAZN's customer retention strategy o Provide valuable feedback to improve the customer experience
• Build data and performance skills by ensuring KPI and SLA adherence
• Be part of an inclusive and dynamic customer service team
• Own customer issues

Skills, Knowledge & Expertise
You'll be set up for success if you have:

• Business level English (C1)
• Previous work experience in a customer service environment
• Good understanding of customer service metrics such as Average Handling Time, Average Response Time, First Time Right, etc
• Strong focus on quality and ambition to deliver world class customer service experience for sports fans
• Ability to troubleshoot customer queries such as streaming, payment and technical issues
• Teamwork and willingness to adapt to DAZN processes
• Excellent oral and written communication skills

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.

DAZN VALUES – THE ‘HOW' IN WHAT WE DO:

Agility and creativity fuel growth and innovation, to Make It Happen.

Prioritising what matters drives progress and positive outcomes, Focusing On Impact.

Collective ambition builds optimism and success, in order to Win As One.

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

If you'd like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.