Job Title: HR Customer Experience Advisor (Spanish or Portuguese speaking)
Location: Budapest
Contract: Permanent (afternoon shift 2-11PM)
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. Our purpose - Celebrating life, every day, everywhere - has a meaningful role in our company, for our people, our diversity, our brands, in how we perform and how we build shared value.
About the function
As part of Overall Modernization of First Point Operations between Centers - Budapest and Bangalore, The Contact Centre operations (thus referred to as Customer Experience) is built to Support Europe and Africa based at Budapest in addition to CC Americas.
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About the role
This role will be responsible to support the Customer Experience job which includes - Managing all Employee and Line Manager queries, Triaging of Tickets of all tickets which are flowing through Workday for other First Point Team members. Also to perform various tasks which is prioritised as Customer Experience activities which includes all Back office work outside Global process at the time of this role creation. As part of Transformation, there will be changes in processes which this role will embrace as a new way of working, continuously.
- Responsible for Managing the customer experience center end to end activities
- Reviewing every single ticket which is received and Prioritise the activities as per the Responsible Matrix for Bangalore, Budapest centers
- Ensure all service requests are reviewed which is in scope of customer experience centre which includes all WD Tasks / Managing employee queries outside Global Process delivery of Onboarding including Movers, Offboarding (in future)
- All phone calls are accompanied by standard script of taking those calls (opening/closing) including % of calls answered, calls abandoned
- Ensure all allocated tasks of all HR processes and markets are fully managed end to ensure seamless experience
What you will bring
- Proficiency in English and Spanish is a must
- French or Portugueknowledge is an advantage
- Previous experience in managing HR Contact Centre or any Service Delivery center support
- Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, crucial
- Previous experience using cloud-based HR, EIC or SAP HR applications and systems desirable. End User knowledge on Workday is desirable
Benefits of working here:
- Opportunity to climb up on the career ladder.
- We won the Fittest Workplace Award, of course we have a Gym.
- Urban legend is true, we do have a Rooftop Bar.
- Easy to reach downtown location.
- Our outstanding brands are available in our staff shop.
- We live our values and color our lives.
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.
Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don't let anything stop you from applying.