Social Customer Service Agent

2 weeks ago

Hyderabad Telangana, India DAZN Full time

**Job Title**:

- Social Customer Service Agent

**Location**:

- Hyderabad, India

**Schedule**:

- Full-Time, Permanent

**Team**:

- 73-432 - Customer Services

**Department**:
**What's your new role about?**:

- Join the brand that's revolutionising sports entertainmentShape world-class customer service while working among a team of social media enthusiasts.
- DAZNislooking for a Social Media Agent to deliver world-class customer support to Global DAZN sports fans across social media and digital channels. DAZN is a revolutionary live and on-demand sports streaming service which puts fans first and Customer Services is at the forefront of this ethos.
- You will be responsible for delivering a top-class experience to our Online Fans, helping them via our social media support channels. You will be the voice of DAZN as a brand on socials.
- You will work closely with Content, PR, Product, CRM and Customer Service teams providing feedback to develop and improve processes, identify customer needs and help our passionate community.
- Other day-to-day tasks include real-time events coverage, community management, social sentiment analysis, managing and reviewing escalations and VIP support.

**HERE’S A BREAKDOWN OF WHAT YOU’LL DO**:

- 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

**DO YOU HAVE THESE ESSENTIALS?**:

- 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

**NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE**:

- 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”

**Here's a little more about us**:
**HERE’S A LITTLE MORE ABOUT US**
- 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:

- AMBITIOUS - people who want to make a big impact and drive DAZN forward. People who move fast and make success happen.
- INVENTIVE - people with bright ideas who deliver great new experiences for our customers - and improvements for our business. People who come up with better, simpler ways of doing things.
- PASSIONATE - people who are proud of our product, out content and our business - and love to shout about it. People who love what they do and show commitment every day.

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