Customer Service Agent - Voice

Department: 88-432 - Customer Services

Employment Type: Permanent - Full Time

Location: India - Hyderabad

Reporting To: Bradley Imlay

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 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.

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 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.

Skills, Knowledge & Expertise

• Bachelor’s 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.