Customer Service Excellence Specialist

2 weeks ago


Hyderabad, Telangana, India DAZN Full time

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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