Job Information
Diageo Senior Customer Service Executive - French Speaking in Budapest, Hungary
Job Description :
Job Title: Senior Customer Service Executive - French Speaking
Location: Budapest
Contract terms: 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. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.
About the function
The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centres located in Budapest, Bangalore, Bogotá, and Manila as well as satellite locations such as Belfast, Madrid, Athens and Turin.
About the role
Commercial Experience deals with approx. 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.
The role drives Customer happiness through service excellence.
Act as team leader’s first support and backup from the team, be responsible for superuser tasks within the team.
Co-ordinate, train, empower the team and be a role model for them as well as act as an escalation point within the organization.
Train, mentor,empowere and develop skills of others within the team
Train newcomers
Support the Leader (taking part in project, reporting and analysis)
Support the Leader within performance management, give input to setting individual monthly targets
Backup person in the absence of Leader
Update desktop procedure descriptions upon process changes
Ensure operational stability within the team
Collaborating closely with other teams, coordinating issue resolution and ensuring effective WoW
Co-ordinating, training, motivating the team and being a role model
Schedule and lead regular communications with high profile and strategic Customers and Sales to drive customer happiness, flag and eliminate reoccurring issues (service, dispute, data or technical related)
Proactive out of stock management, involve Customer to the decision by offering alternatives
Manage phone orders and Customer initiated order amendments in SAP
Take ownership of incoming queries from Customers
Raise and respond to Internal Query Management ticket on time as appropriate
Update customer contact details and knowledge book regularly
Manage positive relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
Actively promote the CARM (Sarbanes Oxley) / Control agenda
Reporting to support Customer communication and root cause analysis
What you will bring
Excellent and proven customer service attitude
Excellent interpersonal and communication skills
Fluency in French and English
Solid English language skills – company language
min 3 years of STC process knowledge and working experience
Strong MS Office knowledge
College or university Degree
Good knowledge of internal and external business partners
Excellent product knowledge
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
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.
Weknow 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.
Worker Type :
Regular
Primary Location:
Budapest
Additional Locations :
Job Posting Start Date :
2024-10-31
With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world.
Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.
With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.
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