Description:
As a 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 rapid-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.

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.
2.



Issue Resolution & Escalation - Resolve customer queries related to account access, subscriptions, payments, devices, and live streaming issues. - Identify complex or high-impact issues and escalate appropriately to senior agents or support teams. - Take full ownership of customer issues until resolution, ensuring timely follow-ups where required.
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 poin

📌 Customer Service Agent (Hyderabad)
🏢 Dazn
📍 Hyderabad