Operations Operations

Social Media Customer Services Agent

Charlotte

Job Description

Job Title:
Social Media Customer Services Agent
Location:
Charlotte
Schedule:
Full-Time, Permanent
Team:
Operations
Department:
Operations
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What's your new role about?

As a Social Media Customer Services agent, you will the voice of both customer services and of our brand. Your analysis of user feedback will be crucial for us to understand what our customers want and will have a direct influence on future product developments.  

We aim to deliver a world class customer experience and you will be at the forefront of this. Responding to queries, issue resolution, troubleshooting, providing feedback for our product team, actively managing our social pages and developing strong relationships with our customers will all be part of your daily responsibilities. This role will also be responsible for posting content and handling CS queries on an ad hoc basis.

HERE’S A BREAKDOWN OF WHAT YOU’LL DO (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)

  • Be responsible for monitoring and responding to social activity and posts on daily basis
  • Be the Voice of Customer and report regularly to key stakeholders
  • You will ensure customer satisfaction (N PS) across our social platforms
  • Provide daily, weekly and monthly reports on all social activity
  • You will work according to defined processes for incident management, escalations and content creation

DO YOU HAVE THESE ESSENTIALS?

  • Previous experience working in customer services
  • Experience using social listening tools like Sysomos, as well as CRM tools – preferably Salesforce
  • Technically Proficient
  • Keen interest in global sports

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

  • Passionate about delivering high quality customer experience-via social media
  • Problem solving in a fast paced operational environment

US BENEFITS INCLUDE

  • You’ll receive up to 15 days of Paid Time OFF (from the start), 9 paid holidays, affordable health benefits (dental and vision included), generous sick time package, competitive parental leave, short and long-term disability paid by the company, basic term life insurance and personal accident insurance paid by the company, 401(k) and a flexible work environment.  
  • And there’s more…… you’ll have access to our online learning portal (MindTools) and be part of our Career Deal,  which aims to support your continued professional development. We also have a structured management development program  and a financially rewarding ‘Refer a Friend’  scheme. *Please Note - some of these benefits will be available to you upon successful completion of your probation.

Here's a little more about us…

At DAZN, we bring ambition to life.
 
We are innovators, game-changers and pioneers. There are no limits to what we can achieve. So if you want to push boundaries and change the world, 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.
 
Because for us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global.
 
If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to succeed at DAZN. Come and join our team
 
DAZN – who we are and what we do:
 
·         Headquartered in the UK .
·         2,800 employees in over 24 countries.
·         We are home to DAZN – the largest, fastest-growing global sports streaming service.
·         DAZN is live in Spain, Italy, Germany, Austria, Switzerland, Brazil, the USA, Canada, and Japan.
·         We guarantee affordable access on all devices including TVs, smartphones, tablets, games consoles and PCs.
·         We work across every aspect from broadcast planning and production through to content distribution and commercialisation.
·         We run some of the world's most popular sports sites, including Goal, Sporting News and Spox.

At DAZN, we bring ambition to life.
 
We are innovators, game-changers and pioneers. There are no limits to what we can achieve. So, if you want to push boundaries and change the world, 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.
 
Because for us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global.
 
If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to succeed at DAZN. Come and join our team
 
DAZN – who we are and what we do:
 
- Headquartered in the UK
- 2,800 employees in over 24 countries.
- We are home to DAZN – the largest, fastest-growing global sports streaming service
- DAZN is live in Spain, Italy, Germany, Austria, Switzerland, Brazil, the USA, Canada, and Japan.
- We guarantee affordable access on all devices including TVs, smartphones, tablets, games consoles and PCs
- We work across every aspect from broadcast planning & production through to content distribution & commercialisation
- We run some of the world's most popular sports sites, including Goal, Sporting News and Spox.
 
To find out more visit: https://careers.dazn.com/