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Social Customer Service Agent

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DAZN

Yesterday

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Media & Journalism
  • Hyderabad, +1
    Remote

AI generated summary

  • You must have social media experience, strong customer service skills, sports passion, excellent communication, metrics understanding, community management, and the ability to work under pressure.
  • You will monitor social channels, respond to customer inquiries, provide insights on app issues, coordinate with teams, guide community conversations, and report on digital reputation.

Requirements

  • Previous experience in a digital or social media environment
  • Great understanding of the social media industry, metrics, trends
  • Strong quality focus and ambition to deliver top-class customer service
  • Strong brand awareness and willingness to be responsible for DAZN public facing on socials
  • Excellent oral & written communication skills
  • Fluent Business English
  • Passion for sports
  • Experience using social media tools (listening, monitoring, reporting)
  • Experience managing social communities and dealing with real-time queries
  • Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team
  • Ambitious mindset, passionate about solving problems, a digital “go-getter”

Responsibilities

  • Monitor DAZN social and digital channels and be responsible of social listening
  • Provide real-time insight on app issues, product features, CX, social sentiment, content
  • Handle and carefully respond to public customer inquiries through different channels identifying needs and fixing issues
  • Coordinate with the Customer Service teams
  • Align with relevant DAZN stakeholders in your market to ensure quality and consistency
  • Drive improvements in DAZN digital reputation, guiding conversations with DAZN community
  • Shape DAZN’s Customer Service tone of voice on social media in line with market needs
  • Provide reporting and insights to your line manager

FAQs

What is the main responsibility of a Social Customer Service Agent at DAZN?

The main responsibility is to deliver world-class customer support to DAZN sports fans across social media and digital channels, ensuring a top-class experience and acting as the voice of the DAZN brand on social platforms.

What skills are required for this position?

Required skills include previous experience in a digital or social media environment, a strong understanding of the social media industry, excellent communication skills, brand awareness, and a passion for sports, among others.

Is a background in sports necessary for this role?

Yes, a passion for sports is essential, as it aligns with DAZN's mission and the nature of the service being provided.

What kind of support will I be providing to customers?

You will provide real-time assistance for customer inquiries, coordinate with customer service teams, and help resolve issues while managing social sentiment and community engagement.

Does the role require working outside of regular business hours?

Yes, the role requires flexibility to meet the needs of a 24/7 operation, which may involve working outside of regular business hours.

Will I be working independently or as part of a team?

You will be part of a team and will also collaborate closely with various internal teams, including Content, PR, Product, and Customer Service.

What kind of training will be provided for this role?

Specific training details are not mentioned, but as a new hire, you can expect to receive orientation and support to help you familiarize yourself with DAZN’s products, services, and customer service protocols.

How important is data analysis in this role?

Data analysis is important as you will provide reporting and insights related to social sentiment and customer inquiries, which can help drive improvements in DAZN's digital reputation and customer experience.

Does DAZN value diversity and inclusion in their hiring process?

Yes, DAZN is committed to fostering an inclusive environment that values equality and diversity, ensuring everyone has the opportunity to contribute and have their voices heard.

Are there opportunities for growth within DAZN?

Yes, DAZN encourages career development and offers opportunities for its employees to grow and make an impact in the organization.

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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!