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Customer Service Agent

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DAZN

19d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Hyderabad, +1

AI generated summary

  • You must have C1 English, customer service experience, strong metrics knowledge, troubleshooting skills, teamwork ability, excellent communication, and familiarity with Zendesk and global sports.
  • You will assist customers, complete training, collaborate with global teams, enhance customer retention, provide feedback, ensure KPI adherence, and resolve customer issues in a dynamic team.

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

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

The primary responsibilities include being the first point of contact for customers, completing the customer service training program, working on customer retention strategies, providing feedback to improve customer experiences, ensuring adherence to KPIs and SLAs, and owning customer issues.

What qualifications do I need to apply for this position?

You need business-level English (C1), previous work experience in a customer service environment, an understanding of customer service metrics, and excellent communication skills. Being able to troubleshoot various customer queries is also essential.

Is previous experience with Zendesk preferred?

Yes, previous experience using Zendesk is considered an advantage for applicants.

How does DAZN promote diversity and inclusion in the workplace?

DAZN is committed to fostering an inclusive environment that values equality and diversity, encouraging talent from various backgrounds and ensuring everyone has a voice. Employees have the opportunity to join Employee Resource Groups focused on different aspects of diversity.

What type of skills will I develop in this role?

You will build customer service skills, gain experience working with global teams, develop data and performance skills, and enhance your ability to provide a world-class customer service experience.

What work schedule can I expect as a Customer Service Agent?

The role operates in a 24/7 environment, meaning you may work shifts that include evenings, weekends, and holidays.

Are there opportunities for career development at DAZN?

Yes, DAZN offers opportunities for employees to develop their careers and contribute to the company's growth through various initiatives and training programs.

Is an interest in sports beneficial for this position?

Yes, having an interest in global sports is considered advantageous and aligns with DAZN's mission and values.

Can I submit a cover letter with my application?

Yes, you are welcome to include a cover letter with your application, but it is not mandatory.

How does DAZN ensure the hiring process is accessible?

DAZN aims to make hiring processes accessible for everyone, including providing adjustments for interviews when needed.

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!