Brazilian 2nd line Advisor for DAZN - Lisbon, Port

We are Sitel

We are Partners, we are Leaders, we are Experts.
To our Associates, we Empower Humans and Enhance Brands.

Sitel Group combines comprehensive customer care capabilities to help build brand loyalty and improve customer satisfaction. Our focus is to provide classical customer service by way of Social media. We are looking for capable employees to assist in the following area:

Brazilian Customer service agent- to become part of Sitel Team in Portugal, able to deliver high-quality service across multiple platforms to DAZN customers

To start on 7th of January

Our client

DAZN is a live sports streaming service that allows fans to watch their sport, their way, live or on-demand. With access to the world’s best sports, fans can watch their favorite teams, leagues and players anytime, anywhere, for one simple, affordable price and with no long-term contract. DAZN has over 8,000 live events a year and features the widest array of live sports ever offered on one TV service. DAZN has the ability to play, pause and rewind anytime with no long-term commitments.


Responsibilities,

Your main focus will be to assist DAZN valued customers with their inquiries and requests via email and online chat, delivering a world class customer service experience in an efficient manner and with excellent quality.
As DAZN customer service agent you will:
Be the first contact point for customers and manage all contacts in the CRM tool
Work closely with other departments to raise issues, incidents and bugs
Ensure you are up to date with all new training requirements and documentation
Strive to meet all personal and centre SLAs and KPIs
Assist with gathering data for reporting purposes
Follow all pre-determined escalation procedures when necessary
Be a brand ambassador

We value,

Excellent written command in Brazilian Portuguese (mandatory);
English as a 2nd language (preferential);
Previous experience working in a customer contact centre - preferably in the media sector;
Experience using a CRM tool – preferably SalesForce;
Keen interest in US and European sport;
Passionate about delivering high quality customer experience;
Problem solving in a fast paced operational environment;
Experience working in a high pressure operational team;
Have a methodical approach with attention to detail;
Availability to work in rotating shifts

For non-EU applicants it is mandatory to hold a valid work permit

We are happy to be the company where you can develop your talent in a high-energetic and multicultural environment.

We offer you,

• Competitive salary (14 monthly payments per year);
• Monthly performance bonus;
• Monthly meal allowance;
• Support in finding accommodation in Lisbon;
• High class offices with Strategic and central location;
• Recognition program for referral friends;
• On-site kitchen, fresh fruit twice per week, and vending machines with employee discount;
• Private Healthcare + Dental insurance (after 6 months);
• English speaking Doctor on site;
• Initial training fully paid by Sitel and included in the contract;
• Regular Careers Opportunities based on your performance.