Diageo Contact Centre Advisor - Americas (French speaking) in Budapest, Hungary
Type of Job:
External Job Description:
Please note that this is an afternoon shift position.
Diageo is a global leader in beverage alcohol with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness.
Our financial centre based at the heart of Budapest offers amazing career opportunities across a range of areas along with an inspiring work environment and continuous training and development opportunities.
We are proud of our brands and passionate about our business. We strive to be the best at what we do and give each other the freedom to succeed. We value and respect each other for who we are. Be yourself – at Diageo.
Purpose of the role
The HR Contact Centre Advisor is the first line of contact for all HR enquiries received into HR first point and will resolve the majority of calls at source. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy. They will also demonstrate good judgement to interpret the customers need and appropriate response. They receive and process requests and enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre. HR Contact Centre Advisors will escalate cases or enquiries where appropriate to other specialist teams.
•Processes all incoming calls and emails into activities, redirecting to other first point teams where appropriate
•Resolves all queries possible including investigation and customer interaction
•Provides excellent customer experience by owning issues, managing expectations and closing the loop for employees, line managers and HR colleagues
•Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support
•Drives Continuous Process improvement through diagnosing, investigating and developing solutions
•Ensure compliance requirements
•Completed High School Degree and/or completed College / University Degree, fresh graduates are also welcomed!
•Language fluency (nearly native) in French and English are mandatory
•Ability to prioritise effectively, switching effectively between calls and e-mails
•Passionate about a great customer experience
•Excellent communication skills and ability to act in a calm, rational manner while under pressure
•Keen attention to detail
•Ability to multi-task and is organised and efficient
•Prior experience in delivering excellent customer experience is essential.
•Experience of working in a high paced environment, deliver to tight deadlines and managing expectations of stakeholders
•Strong Microsoft Office skills including Word and Excel
What we offer
•Competitive salary and benefits
•Numerous professional / soft-skill trainings
•In-house staff shop
•Young and inspirational business environment
•Opportunity to thrive in a constantly expanding, multinational organization
External Job Title:
HR Contact Centre Advisor - French speaking (North-America shift)