Job Title: HR Customer Experience Advisor (Italian speaking)
Location: Budapest
Contract: 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. Our purpose - Celebrating life, every day, everywhere - has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.
Function
HR is at the heart of our global business, and we have departments across offices around the world, with HR service centers in Budapest, Nairobi, Manila and Bangalore. Collectively these teams provide the widest variety of expertise to the business: from strategic delivery and skills development to talent engagement and careers development, process and systems management to organizational efficiency and reward management. As one of our HR professionals, you'll see there are open doors for you everywhere here. With opportunities to shape the career you want, through continuing learning and development, and the support of dedicated peers.
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About the role
This role will be responsible to support the Customer Experience job which includes - handling all Employee and Line Manager queries, working through SNOW, triaging of all tickets which are flowing through Workday for other First Point Team members. Also to perform various tasks which is scoped as Customer Experience activities including all Back office work outside Global process which is Onboarding/Offboarding/Org Management at the time of this role creation.
Accountabilities
- Responsible for Handling the customer experience center end to end activities
- Reviewing every single ticket which is received and triage 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.
- All phone calls are accompanied with standard script of taking those calls (opening/closing) including % of calls answered, calls abandoned
- Agency occupancy will be measured in terms of number of calls, emails answered and Average Handling time
- Ensure all allocated tasks of all HR processes and markets are fully handled end to end to ensure seamless experience
What you'll bring
- Previous experience in handling HR Contact Centre or any Service Delivery center support
- Proficiency in verbal and written English and Italian
- Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, essential
- 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 unique brands are available in our staff shop.
- We live our values and color our lives.
Diversity & Inclusion
Flexibility is key to success in our business and many of our people 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!
Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and listened to, is a crucial part of this.
We believe the most inclusive and diverse culture makes for a better business and a better world. 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.