Senior Customer Service Executive - French Speaking

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 centers 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 approximately 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, empower, 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 recurring 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 a 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't let 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. 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.