Global W&L My Query Advisor

Mondelez International; Manila; On-site; PHP 402,000 - 670,000; Full time

Job summary

Mondelēz International Digital Services is seeking a frontline customer service professional to guide employees through specific processes and resolve inquiries. You will ensure cases are fully understood, adhere to service level agreements, and record details in our case management system.

Proactive feedback and improvements in your area will be expected. The role operates on a MIDSHIFT schedule (3PM–12AM) with no relocation support.

Qualifications

• A desire to drive your future and accelerate your career.
• Customer service in a shared service environment.
• Experience with case management systems or similar tools.
• Ability to understand and respond to end-user scenarios.

Responsibilities

• Serve as the first point of contact for questions related to your process area.
• Provide high-quality and timely customer service and ensure requests are understood.
• Adhere to service level agreements and escalate where appropriate.
• Record and track cases in the case management system with severity levels.
• Provide information on policies and procedures and share FAQs.
• Suggest improvements within your area of responsibility and gather feedback.

Skills

Customer service

Shared services

Case management

Process specialization

Active listening

Questioning skills

Multitasking

Operational excellence

Job description

Job Description

Are You Ready to Make It Happen at Mondelēz International? Join our Mission to Lead the Future of Snacking. Make It Matter. You work in Mondelēz International Digital Services, providing front-line support in your area of responsibility, guiding employees through specific processes and working with others to direct and resolve issues and enquiries. How you will contribute You will serve as the first point of contact for questions relating to your process area of responsibility, providing high-quality and timely customer service and ensuring that all requests are fully understood. In this role, you will work within service level agreements, communicating when cases are escalated. In addition, you will be responsible for the accurate collection of case details and employee data, provide general information on policies and procedures, and answer questions based on FAQs. You will also be asked to provide feedback and propose improvements in your area of responsibility and to record and track cases in the case management system, assigning a severity level and following through to ensure that cases are resolved and that service level agreements can be measured and improved. This role requires you to comply with quality assurance and data protection activities.

What you will bring

A desire to drive your future and accelerate your career.

• Customer service


• Working in a shared service organization


• Working with case management systems


• Your area of process specialism


• Active listening skills


• Asking questions based on end-user scenario and judgment skills to respond to all types of employee-related questions


• Multi-tasking and managing a fluctuating workload


• Operational excellence

More about this role

Work schedule: MIDSHIFT (3PM to 12AM) No Relocation support available

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum.

We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world.

Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular Service Operations (Delivery) Global Business Services

Company Overview

At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum. Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast. Join us and Make It An Opportunity!