Job Title: Customer Experience Customer Service Analyst - Iberia
Location: Budapest, Hungary
Contract Term: Permanent
About us
Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life.
About the function
The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centres located in Budapest, Bangalore, Bogotá, and Manila as well as satellite locations such as Belfast, Madrid, Athens and Turin.
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The OTC Service Delivery within the Cash Cycle Department serves around 25 markets/countries and embraces end-to-end processes. The Customer Service Stream ensures accurate operation of processes from incoming customer orders to final deliveries with continuous order-to-ship end-to-end issue resolution and close business partnering with customers, the market logistics- and sales teams.
OTC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.
Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.
About the role
The Customer Service Advisor is the first point of contact for customers, and is responsible for delivering excellent customer service and ensuring all customer orders are delivered as requested (on time, in full).
- Order lifecycle management (from order receipt, through order entry to delivery / returns / refusals management)
- Improving customers happiness level and order entry accuracy
- Building positive relationship with customers, sales and logistics functions
- Timely handling all incoming customer queries and requests
- Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment
- Ensuring that Diageo is considered the best Customer Service provider of our partners
- Reporting (daily, weekly and monthly reports)
- Continuously improve the customer service process
- Actively promote the CARM/Control agenda
- Manage issue resolution for respective sales organisation(s)
- Continuously support system and process improvement initiatives
- Support other OTC functions and processing activities (billing, clearing, customer spend processing)
- Any other tasks requested by line manager
What you will bring
- Excellent customer service attitude
- Fluent Portuguese and Spanish language skills
- Solid English language skills - company language
- Excellent interpersonal and communication skills
- Strong MS Office knowledge
Flexibility
This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don'tlet anything stop you from applying.
Diversity statement
Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.
We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.