Senior Customer Service Agent

DAZN; Hyderabad; On-site; INR 3,00,000 - 5,00,000; Full time

Job summary

A leading sports streaming service is hiring a Senior Customer Service Agent in Hyderabad. This role involves delivering exceptional customer support, managing customer queries, and contributing to customer retention strategies. Ideal candidates have strong customer service skills, with experience in a fast-paced environment. This position offers the opportunity to work in a dynamic team that values excellence in customer experience.

Qualifications

• 3+ years of experience in customer service roles.
• Able to manage customer situations calmly and effectively.
• Flexible to work in a 24/7 operational team.

Responsibilities

• Act as the first point of contact for DAZN customers.
• Complete customer service training programme.
• Work on customer retention strategy.
• Provide feedback to enhance customer experience.
• Ensure adherence to KPIs and SLAs.

Skills

Business level English (C1)

Previous work experience in a customer service environment

Good understanding of customer service metrics

Strong focus on quality

Ability to troubleshoot customer queries

Teamwork

Excellent communication skills

Tools

Zendesk

Job description

Senior Customer Service Agent

Department: 21-432 - Customer Services

Employment Type: Permanent - Full Time

Location: India - Hyderabad

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.

Key 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

Skills, Knowledge & Expertise

• 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

Even better if you have:

• 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