Customer Service Excellence Specialist
2 weeks ago
At DAZN, we're looking for a highly skilled Customer Experience Ambassador to join our team in India. As a key member of our CX team, you'll play a crucial role in delivering exceptional customer experiences that meet the high standards of our global audience.
Key Responsibilities:
- Improve customer satisfaction and loyalty by providing top-notch service and resolving issues effectively.
- Directly interact with customers through phone and chat to address complaints, low CSAT scores, app ratings, and repeated contacts within a week.
- Gather customer feedback, identify trends, and collaborate with product and tech teams to fix issues and resolve root causes.
- Work with cross-functional teams and external partners to enhance processes, address customer pain points, and prioritize resolutions to improve service quality.
- Monitor operations, identify improvement areas, optimize routines, and implement enhancements that impact key metrics like CSAT and customer retention.
- Provide high-quality analytical reports on customer service performance daily, weekly, and monthly.
Requirements:
- Minimum 8 years of experience as a Team Lead/SME in Customer Services, Quality Assurance, Payment Operations, CSAT advocacy, etc.
- Excellent verbal and written communication skills.
- Excellent analytical, executive reporting, and presentation skills.
- Experience in working with technical support teams and collaborating with all levels of management.
- Strong problem-solving abilities and attention to detail.
- Ability to handle challenging situations with patience and professionalism.
- Proficiency in using customer service software (Zendesk, Conviva, etc) & related tools.
- Prior experience supporting OTT platforms, Sports domain, or global businesses.
- Proficiency in foreign languages: French / German / Italian / Spanish.
If you're a highly motivated individual who is passionate about technology, sports, and delivering high-quality products to customers, we encourage you to apply for this exciting opportunity.
At DAZN, we bring ambition to life. We're innovators, game-changers, and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
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