Customer Experience Advisor - Africa

at  Diageo

Job Description :
Job Title: HR Customer Experience Advisor
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 Bengaluru. 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.
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 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 including all Back office work outside Global process which is Onboarding/Offboarding/Org Management at the time of this role creation.

• Reviewing every single ticket which is received and Triage the activities as per the Responsible Matrix for Bangalore, Budapest centres.
• 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.
• First contact resolution is vital to customers and also ensure that CE Advisor participates in the Process improvement and ensure the right Knowledge materials are updated so this can become future FCR.
• Agency occupancy will be measured in terms of # of calls, emails answered and Average Handling time which should feed to Operational effectiveness tracker as part of continuous improvement.
• Ensure all requests are managed with 100% Data Security and Privacy standards.
• Ensure regular audit of all Pending tickets in SNOW and ensure right action is taken including follow up to close the pending requests.
• Ensure all allocated tasks of all HR processes and markets are fully managed end to end to ensure seamless experience.
• Be proactive, adapt and change as per the new processes, policies of the Market or any Global process changes.
• Participate in Automation opportunities as advised by TL or Manager – Customer Experience.
• Diageo My Hub updates of the markets as allocated to you and continuous Knowledge documents are updated for the market.
• Flag any issues of the Market and be responsible for Managing Market stakeholders including HRBP, Local HR or JML Global process delivery teams.
• Responsible for Continuous process improvement activities within Customer Experience activities. Continuous learning and adaptability is the key to success.

About You

• Previous experience in handling HR Contact Centre or any Service Delivery center support
• Fluency in verbal and written English
• Previous experience using Microsoft Office applications to an advanced level, including Excel and Word are favourable
• Experience using cloud-based HR, EIC or SAP HR applications and systems desirable. End User knowledge on Workday is desirable
• French knowledge is favourable but not necessary

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.

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.
Worker Type :
Regular
Primary Location:
Budapest
Additional Locations :
Job Posting Start Date :
2024-08-2

• Reviewing every single ticket which is received and Triage the activities as per the Responsible Matrix for Bangalore, Budapest centres.
• 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.
• First contact resolution is vital to customers and also ensure that CE Advisor participates in the Process improvement and ensure the right Knowledge materials are updated so this can become future FCR.
• Agency occupancy will be measured in terms of # of calls, emails answered and Average Handling time which should feed to Operational effectiveness tracker as part of continuous improvement.
• Ensure all requests are managed with 100% Data Security and Privacy standards.
• Ensure regular audit of all Pending tickets in SNOW and ensure right action is taken including follow up to close the pending requests.
• Ensure all allocated tasks of all HR processes and markets are fully managed end to end to ensure seamless experience.
• Be proactive, adapt and change as per the new processes, policies of the Market or any Global process changes.
• Participate in Automation opportunities as advised by TL or Manager – Customer Experience.
• Diageo My Hub updates of the markets as allocated to you and continuous Knowledge documents are updated for the market.
• Flag any issues of the Market and be responsible for Managing Market stakeholders including HRBP, Local HR or JML Global process delivery teams.
• Responsible for Continuous process improvement activities within Customer Experience activities. Continuous learning and adaptability is the key to success