Customer Service Representative(Voice)

Job Description International Voice Process

Location: Galaxy by Auro Reality, Hyderabad.

Experience: Minimum 2 year in Customer Service (International Voice Support)

Employment Type: Permanent

Education: Undergraduate or Graduate (any stream)

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 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.

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.

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.

Requirements

Undergraduate or Graduate (any stream)

2-4 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.

If you're excited about sports, enjoy engaging with customers over the phone, and want to

build a strong foundation in international voice support, we'd love to hear from you.