Customer Service Command Centre Agent

Customer Service Command Centre Agent

**Department**:73-432 - Customer Services

**Employment Type**:Full Time

**Location**:Hyderabad

Description
**Tagline**

Disrupting an industry is an ambitious challenge DAZN are playing more hours of live sports than any other broadcaster anywhere in the world and we are on a journey to change the game We are committed to bringing sport to fans in an affordable, accessible, and flexible way. Our Customer Service team is key to DAZN's success.

Join DAZN as a Command Centre Agent to ensure our centre team delivers a World class experience to all DAZN customers worldwide. You will work in a 247 team to ensure we have the right people in the right place at the right time. You will be integral to the Operations teams to achieve SLAs and schedule adherence, whilst also being the first point of contact in any crisis and integral to identifying, reporting and resolving any issues our CS agents or customers face.

Get in touch with us to find out more

As a Command Centre Agent, you'll have the opportunity to:

- Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
- Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics
- Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes
- Serve as contact for Service Level issues and resolution
- Keep current on any changes to the DAZN business to be able to identify patterns and issues and give actionable insight on real time issues
- Provide periodic reports - real time and historical, containing performance data to support operations management
- Manage the call volume, daily attendance and program break schedules
- Respond to Operations requests accurately and in a timely manner
- Maintain a detailed record of activities, actions and impacts.
- Be the central point of command for any incidents, implementing, managing and exiting Crisis Mode with Operations and Incident teams

You'll be set up for success if you have:

- Business level English (C1)
- Previous work experience in a customer service environment as a Real Time Analyst, or WFM background
- Good understanding of customer service metrics such as Average Handling Time, Average Response Time, First Time Right, etc
- Strong focus on data and insight with the ability to create reports in Excel and forecast results
- Problem solver who's able to work effectively with large teams
- 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/Injixo/WFM tools
- An interest in global sports

Key Responsibilities
As a Customer Service Agent, you'll have the opportunity to:

- 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 o 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
You'll be set up for success if you have:

- Business level English (C1)
- Previous work experience in a customer service environment o 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 o 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
About DAZN

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.**

**INVENTIVE - people with bright ideas who deliver great new experiences for our customers - and im