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Full-Time Contact Center Advisor Diageo

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Job Description

Team / organisation unit description

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The Contact Centre Advisor is the first line of contact for all HR enquiries received into first point and will resolve the majority of calls at source. As the first contact point they have a direct impact on how first point’s customers perceive their experience. 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. Contact Centre Advisors will escalate cases or enquiries where appropriate to other specialist teams and thus must have a clear understanding of how their role impacts the rest of the Shared Service Centre and the overall reputation of the HR function.

Tasks and activities
  • 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
  • Creates documents on request
  • Involvement in specific projects throughout the year e.g. benefits enrolment, visa check, organisation restructure support etc. Including planning, team work and execution
  • Manages activities relating to all workload on the SNOW query management system, including comprehensive notes and audit trails
  • 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
  • Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies.

English |Advanced |Required
Dutch |Advanced |Required
Additional requirements
  • Fluent Dutch knowledge & fluent, accurate English knowledge is essential
  • Ability to prioritise effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one
  • Keen attention to detail
  • Experience in HR is highly desirable. Experience of working in a Shared Services environment also advantageous
  • Prior experience in delivering excellent customer experience is essential
  • Strong Microsoft Office skills including Word and Excel
BA / BSc diploma
Experience in this profession
0-1 years

What we offer
  • Easy to reach downtown location
  • 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
  • Our unique brands are available in our staff shop
  • We live our values and color our lives

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How to Apply

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Job Categories: Call Center / Customer Care, Education & Training, Finance / Accountancy / Controlling, General Industry, HR & Training, and Management & Consulting. Job Types: Full-Time. Job Tags: advisor, contact center, dutch, English, and manager.


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