Customer Service Agent
Department:****** - Operations-Customer Services
Employment Type:Tempo pieno
Location:Italy - San Michele Salentino
Description
Why Join DAZN?
At DAZN, we're changing the way the world engages with sport and entertainment.
OurCustomer Service teamplays a vital role in that journey — acting as the voice of our customers and ensuring every interaction is handled with care, professionalism, and efficiency.
As aCustomer Service Associate, you'll deliver outstanding support across multiple communication channels while safeguarding both our customers and our business by adhering to compliance and regulatory standards.
You'll be part of a fast-moving, customer-first environment, where every interaction is an opportunity to build trust, resolve issues, and create a world-class experience for our players.
You will be responsible for handling customer contacts across voice and non-voice channels, ensuring queries are resolved promptly, efficiently, and in line with strict compliance standards.
You'll manage inbound queries, conduct KYC checks, and escalate Safer Gambling, AML, or Fraud concerns as needed.
You'll work towards KPIs that balance customer experience with regulatory protection, and you'll always look for ways to improve our processes and ensure positive customer outcomes.
Please note, our Talent Acquisition team and some Hiring teams are based in the UK so parts of the recruitment process will be in English.
Please also upload your resume in English, thanks!
What You'll Be Doing:
Deliverexceptional customer serviceacross all channels (voice, email, chat, social).
Providefirst contact resolutionwhenever possible, ensuring positive, engaging customer experiences.
Follow up with customers when live resolution isn't possible.
Escalate service or product issues to theCustomer Support Manager, acting as an early-warning system for wider issues.
ConductKYC checksfor new registrations, ensuring compliance with identification and verification processes.
EscalateSafer Gambling, Anti-Money Laundering, or Fraud concernsto the relevant teams.
Work towards setKPIs and SLA targets, ensuring customer safety and strict regulatory compliance.
Maintain a highQuality Assurance scorethat reflects DAZN's service standards.
Become an expert on ourcustomers, products, and servicesto provide informed support.
What You'll Bring:
Previous experience in a customer-facing role, delivering outstanding service.
Resilience and confidence in handling challenging conversations or situations.
Strong decision-making skills and excellent attention to detail.
Ability to work under pressure in a fast-paced environment.
A passion for achieving positive customer outcomes.
Strong computer literacy, with proficiency in Microsoft Office tools.
Ability to maintain confidentiality and data security at all times.
Familiarity with compliance requirements and applying policy directives.
Sports betting or gaming knowledge (advantageous).
Flexibility to work evenings, weekends, and bank holidays in a 24/7 operation.
Benefits
Benefits include access to DAZN, lunch vouchers, free coffee and snacks, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working(remove if role is 100% office based with shifts e.g. Broadcast Ops), and access to our internal speaker series and events.
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