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Customer Service Agent

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DAZN

Yesterday

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1

AI generated summary

  • You must have C1 English, customer service experience, knowledge of metrics, troubleshoot skills, teamwork, great communication, Zendesk familiarity, and a passion for global sports.
  • You will assist customers, complete training, collaborate globally, support retention strategies, provide feedback, ensure KPI adherence, and address customer issues in a dynamic team environment.

Requirements

  • 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
  • Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team
  • Previous experience using Zendesk
  • An interest in global sports

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
  • Complete our customer service training programme
  • Gain broader business experience by working with multiple global teams
  • Work on DAZN’s customer retention strategy
  • 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

FAQs

What is the job title for this position?

The job title is Customer Service Agent.

Where is the office located?

The office is located in Hyderabad.

What are the primary responsibilities of a Customer Service Agent at DAZN?

The primary responsibilities include being the first point of contact for DAZN customers, completing the customer service training programme, and working on the customer retention strategy.

What level of English proficiency is required for this position?

A business level of English (C1) is required.

What prior experience is necessary for applicants?

Previous work experience in a customer service environment is necessary.

Are there specific customer service metrics that applicants should be familiar with?

Yes, applicants should have a good understanding of metrics such as Average Handling Time, Average Response Time, and First Time Right.

What skills are essential for this role?

Essential skills include troubleshooting customer queries, teamwork, excellent oral and written communication skills, and a strong focus on delivering quality customer service.

Is experience with Zendesk preferred for this position?

Yes, previous experience using Zendesk is considered beneficial.

What qualities does DAZN value in its employees?

DAZN values ambition, inventiveness, passion, bravery, and supportiveness in its employees.

Are there opportunities for career development within DAZN?

Yes, DAZN offers opportunities for career development and encourages growth within the organization.

Does DAZN promote an inclusive work environment?

Yes, DAZN is committed to fostering an inclusive environment that values equality and diversity.

Can applicants submit a cover letter with their application?

Yes, applicants are encouraged to include a cover letter with their application, but it is not mandatory.

Will adjustments be made for interviews if needed?

Yes, DAZN aims to make hiring processes as accessible as possible, including providing adjustments for interviews when necessary.

Is there a flexible work schedule for this role?

Yes, successful candidates will need to adapt to a 24/7 365-day operation environment, which may require working flexible hours.

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DAZN

The Global Home of 🥊 Your Boxing. Your Way.

Entertainment & Media
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

We are DAZN. We are innovators, game-changers and pioneers. Together, we bring ambition to life. We are the digital leader in global sports media. We are home to the world’s largest, fastest-growing sports streaming service. We're using world-class technology to revolutionise the industry. 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. For us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global. We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity. A place where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. If you’d like to include a cover letter with your application, that’s fine. 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. We will do our best to accommodate adjustments for interviews. If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN. We look forward to hearing from you!