Walkin - Associate Customer Service Agent (Voice) - DAZN

About DAZN DAZN is a tech-first global sports streaming platform, redefining how fans experience live and on-demand sports. With over 20 million paying subscribers across 200+ countries and territories, DAZN streams a wide range of premium sports content including football, boxing, racing, basketball, NFL Game Pass, and global tournaments such as the FIFA Club World Cup. Our cloud-native architecture enables us to deliver tens of thousands of live events annually to millions of concurrent users worldwide.

Role Overview:

As an Associate Customer Service Agent Voice, you will be the frontline voice of DAZN, delivering world-class customer support to our international subscriber base. This role is ideal for early-career professionals with up to 2 years of voice-based customer service experience in an international market, who are confident handling real-time customer interactions and thrive in fast-paced, high-pressure environments such as live sports events.

You will handle inbound and outbound voice interactions, resolve customer issues efficiently, and ensure every customer feels heard, supported, and valued. Your ability to communicate clearly, demonstrate empathy, and remain calm under pressure will be critical to success in this role.

Work Schedule

This is a 24/7 rotational shift role, including night shifts and rotational weekly offs, based out of our Hyderabad office.

Key Responsibilities :

1. Voice Customer Support - Handle inbound and outbound customer calls for international markets with professionalism and confidence. - Clearly explain products, subscriptions, billing, and technical troubleshooting over the phone. - Adapt communication style to suit different customer profiles and cultural contexts.

3. Quality & Performance Excellence - Meet or exceed defined KPIs including quality scores, customer satisfaction (CSAT), adherence, and productivity metrics. - Follow standard operating procedures, call flows, and compliance guidelines consistently.

4. Customer Advocacy & Documentation - Actively listen to customers, demonstrating empathy and problem-solving mindset during live calls. - Accurately document call details, resolutions, and customer feedback in CRM and ticketing tools such as Zendesk. - Highlight recurring issues, product gaps, or customer pain points to help improve the overall customer experience.

5. Continuous Learning & Process Improvement - Stay updated on product features, live event schedules, and service updates. - Participate in ongoing training, coaching, and quality calibration sessions. - Share insights and best practices with the team to improve voice support effectiveness.

6. Team Collaboration - Work closely with peers, team leaders, and cross-functional teams during live events and peak volumes. - Contribute positively to a high-performance, supportive team culture.

Requirements

• Bachelors degree in any field (mandatory).

• 2 years of voice-based customer service experience, preferably supporting international customers.

• Strong verbal communication skills in English (C1 / Business English proficiency).

• Ability to remain calm, composed, and solution-oriented during high-pressure or live-event scenarios.

• Customer-first mindset with strong empathy and listening skills.

• Comfortable working in a fast-paced, metrics-driven environment.

• Basic proficiency with computers, CRM systems, and web-based tools. • Willingness to work rotational shifts, including nights and weekends. Preferred Attributes

• Experience in OTT, streaming, telecom, or subscription-based services.

• Exposure to handling escalations or live-event support.

• Passion for sports and digital entertainment.

DAZN Values The How Behind What We Do

• Ambitious: Driven to make an impact and raise the bar.

• Inventive: Always looking for smarter, simpler ways to improve the customer experience.

• Passionate: Proud of our product and committed to delivering excellence.

• Brave: Willing to take ownership, make decisions, and learn from challenges.

• Supportive: Team-oriented, inclusive, and always ready to help others succeed.