B2B – Customer Care Agent

Overview

Department: 51-291 - Subscription - Strategic Partnerships

Employment Type: Full Time

Location: Belgium - Brussels (Culliganlaan)

We are Eleven, now a DAZN group company. Bringing our expanded capabilities in the live sports streaming sector and establishing ourselves as a global leader. This acquisition offers several benefits, including entering new territories, generating revenue through social media, and acquiring additional football rights. We are thrilled to announce that we are now the official broadcaster for top football leagues and international content in Portugal and Belgium.

You are a tireless problem solver who is passionate about helping people. We are looking for an enthusiastic digital-savvy agent that will help our sports fans and B2B clients achieve the best viewing experience anywhere and anytime.

Our customer service specialist is responsible for the overall customer service towards B2B clients. Covering multiple contact points from traditional touchpoints to new digital and social platforms directly translate consumer needs into actions while continuously helping the business to proactively gain clear and relevant consumer insight. Reporting consumer feedback and giving full follow-up on product complaints.

This role will be based in Brussels, Belgium. Benefits include meal tickets, expense allowance, group insurance (3% of gross salary), hospitalization insurance (DKV) and transport allowances.

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!

• Be the voice of DAZN BE speaking to consumers, driving consumers’ loyalty and advocacy through continuous rewarding experience. Listen and engage with consumers via our digital and traditional customer engagement touchpoints.
• Answer the questions of the B2B customers who have the DAZN BE B2B licence in their package.
• Act as the primary point of contact for consumers who have complaints, questions about their DAZN BE B2B licence, our plans, and broadcast programming.
• Ensure optimal consumer satisfaction by timely, useful, and accurate follow-up of consumer reaction across all contact channels.
• Be the voice of the consumer speaking back to DAZN BE towards internal stakeholders – marketing, Commercial Premises & Editorial teams.
• Elaborate customer insights, reports and work closely with our marketing & product teams here in Belgium and the UK.
• Be an involved brand ambassador; listen, defend and promote the DAZN reputation to drive consumer loyalty and identify room for improvement.
• Play an active role in process and consumer service improvement projects.
• Define and implement sales strategy.
• Ensure support for external enforcement stakeholders.

• An impeccable writing style in NL, attention to detail is key in this role. Good knowledge of English, capable to fully communicate.
• Passion for customer service and ownership of the customer experience.
• Experience with diplomatically managing multiple commitments to customers, staff, and operations.
• Ability to adapt to challenges while remaining calm in a constantly changing environment.
• Willing to receive and implement feedback.
• Mastering multi-tasking prioritization.

• Meal tickets - 7€ a day with a personal contribution of 1.09€
• Net expense allowance of 100 Euro for standard, sometimes 150 Euro for senior levels
• Group insurance (3% of gross salary)
• Hospitalization insurance (DKV)
• Home work allowance when you come by private car (max 25 Euro based upon distance in km between home and work). When coming by public transport, 100% of train costs are covered, 80% of bus / metro.
• Holiday pay and 13th month according to PC