DAZN, a tech-first sports streaming platform, is revolutionizing how fans experience live sports. With over 20 million paying subscribers across more than 200 countries and territories, we stream an extensive range of sports, including, football, boxing, racing, and basketball. As well as reputed leagues such as, FIFA Club World Cup, NFL Game Pass, and the National League. In the first half of 2024 alone, DAZN broadcasted 30,000 unique live sporting events to over 1.4 billion ready-to-connect devices in more than 200 markets. Our cutting-edge cloud-based architecture enables us to deliver seamless streaming experiences to millions of concurrent viewers across multiple platforms and devices.
We are looking for a Customer Experience Analyst to deliver a world class customer experience to Global sports fans. We care about seamless user journeys and best Customer Experience globally. The Customer Experience team based in India works every day to achieve this, enabling our customers enjoy the value of our offerings through diversified products and services.
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.
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Customer Interaction: Interact directly with customers to address complaints, low scored CSAT surveys, app ratings, and repeated contacts within a week.
- Feedback analysis: Gather customer feedback, identify trends, collaborate with internal teams to resolve issues and root causes. Follow up with customers on solutions and changes made.
- Process Enhancement: Work with cross-functional teams and external partners to enhance processes, address customer pain points, and prioritize resolutions to improve service quality.
- Operational Efficiency: Achieve 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.
- Reporting: Provide high-quality analytical reports on customer service performance daily, weekly, and monthly.
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A minimum of 8 years’ 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.
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.
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.
