Customer Service Analyst
DAZN is a leading worldwide sports broadcaster (live & on-demand) that reaches millions of concurrent viewers every week across multiple platforms and devices. We care a lot about seamless user journeys and best Customer Experience globally. The CX team based in India works every day to achieve this, enabling our customers enjoy the value of our offerings through diversified products and services.
At DAZN you will have the opportunity to make your mark and the power to make change happen - to make a difference for our customers. When you join DAZN, you will work on high value deliverables that impact millions of lives – so gear up!
Key Responsibilities
· Your role is crucial for improving customer satisfaction and loyalty by providing excellent service and resolving issues. You should be passionate about improving user journeys, contact points, processes, and documentation.
· You will interact directly with customers (phone & chat) to address complaints, low scored CSAT surveys, app ratings, and repeated contacts within a week.
· You will gather customer feedback, identify trends, collaborate with product & tech teams to fix issues and resolve root causes. Additionally, you'll follow up with customers on solutions and changes we have made.
· You will work with cross-functional teams and external partners to enhance processes, address customer pain points, and prioritize resolutions to improve service quality.
· You will be essential in achieving customer service goals, operational targets, and continuous support improvements across all channels to boost customer retention, reduce service costs, and drive revenue growth.
· Use data and analytics to 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.
Skills, Knowledge & Expertise
- A minimum of 8years 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.
Nice to have:
· Prior experience supporting OTT platforms, Sports domain or global businesses.
· Proficiency in foreign languages: French / German / Italian / Spanish.
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:
Agility and creativity fuel growth and innovation, to Make It Happen.
Prioritising what matters drives progress and positive outcomes, Focusing On Impact.
Collective ambition builds optimism and success, in order to Win As One.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.
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