HR Customer Experience Advisor - Spanish speaking

Job Title: HR Customer Experience Advisor - Spanish speaking

Location: Budapest

Contract: Permanent (afternoon shift, 2-11PM)

Grade: L6A

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.

About the function

As part of Overall Reorganization of First Point Operations between Centers – Budapest and Bangalore, The Contact Centre operations (thus referred to as Customer Experience) is created to Support Europe and Africa based at Budapest in addition to CC Americas.  

About the role

This role will be responsible to support the Customer Experience job which includes – Managing all Employee and Line Manager queries, Working through SNOW, Triaging of Tickets 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 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 adopt 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 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 (in future)

• All phone calls are accompanied with 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 end to ensure seamless experience

What you will bring

• Previous experience in managing HR Contact Centre or any Service Delivery center support

• Fluency in verbal and written English and Spanish, Portuguese is an advantage.

• 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

• Unique Family Leave opportunity

• We work without border - you will work with people from all over the world

• You will deal with world class brand portfolio

• Wide variety of thematic events, afterwork activities organized by employee communities

• Product Allowance to purchase company products from the staff shop

• We won the Fittest Workplace Award, of course we have a Gym

• Urban legend is true, we do have a Rooftop Bar

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