Customer Experience Ambassador

DAZN

Oct 12

Applications are closed

Job
Full-time
Senior Level
Customer Relations
Sports & Fitness
Hyderabad, +1

Requirements

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.
Prior experience supporting OTT platforms, Sports domain or global businesses.
Proficiency in foreign languages: French / German / Italian / Spanish.

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.

FAQs

What is the job title for this position?

The job title is Customer Experience Ambassador.

Where is the job location?

The job location is Hyderabad, India.

What type of employment is offered for this role?

This is a Full-Time, Permanent position.

What is the primary focus of the Customer Experience Ambassador role?

The primary focus is to improve customer satisfaction and loyalty by providing excellent service and resolving issues.

How many years of experience are required for this role?

A minimum of 8 years of experience as a Team Lead/SME in relevant fields is required.

What skills are essential for success in this role?

Essential skills include excellent verbal and written communication, analytical abilities, problem-solving skills, and proficiency in customer service software.

Is experience in the sports domain important for this role?

Yes, prior experience supporting OTT platforms, the sports domain, or global businesses is important.

Are foreign language skills required for this position?

Proficiency in foreign languages such as French, German, Italian, or Spanish is preferred.

Who will the Customer Experience Ambassador interact with?

The role involves direct interaction with customers through phone and chat channels.

What teams will the Customer Experience Ambassador collaborate with?

The role involves collaboration with product and tech teams, as well as cross-functional teams and external partners.

What are the working hours for this position?

The position is categorized as Full-Time, suggesting standard working hours.

Does DAZN have career development opportunities?

Yes, DAZN encourages motivated individuals to apply for exciting opportunities, suggesting potential for personal and professional growth.

What is the company culture like at DAZN?

DAZN fosters a culture of innovation and ambition, encouraging employees to push boundaries and make an impact.

DAZN

The Global Home of 🥊 Your Boxing. Your Way.

Entertainment & Media

Industry

1001-5000

Employees

2015

Founded Year

Mission & Purpose

We are DAZN. We are innovators, game-changers and pioneers. Together, we bring ambition to life. We are the digital leader in global sports media. We are home to the world’s largest, fastest-growing sports streaming service. We're using world-class technology to revolutionise the industry. 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. 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. We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity. A place where everyone can contribute at the highest level and have their voices heard. For us, 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, that’s fine. 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. We will do our best to accommodate adjustments for interviews. If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN. We look forward to hearing from you!