My Query Advisor NA, T1 Doc Management

Mondelēz International; Manila; On-site; PHP 100,000 - 400,000; Full time

Job summary

A global snack company is seeking a dedicated support specialist in Metro Manila. The role involves providing high-quality customer service, managing employee inquiries, and improving processes. Ideal candidates should have experience in customer service and case management systems. This is a vital role within the organization's service operations.

Qualifications

• Experience in customer service is essential.
• Ability to work in a shared service organization.
• Experience with case management systems.

Responsibilities

• Serve as the first point of contact for employee questions.
• Provide high-quality customer service.
• Collect case details and track them in the management system.

Skills

Customer service

Active listening skills

Multi-tasking

Operational excellence

Job description

Overview

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.

Responsibilities

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.
• Work within service level agreements and communicate when cases are escalated.
• Accurately collect case details and employee data, provide general information on policies and procedures, and answer questions based on FAQs.
• Provide feedback and propose improvements in your area of responsibility and record and track cases in the case management system, assigning a severity level and following through to ensure cases are resolved and that service level agreements can be measured and improved.
• Comply with quality assurance and data protection activities.

Qualifications

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• 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

Additional information

No Relocation support available

Business Unit Summary

Mondelēz International is the world’s largest chocolate, biscuit and candy maker, and the second largest gum maker. Our North American and U.S. headquarters are in East Hanover, New Jersey, about 25 miles outside of New York City. We have Canadian offices in Toronto and Montreal. We have a strong North American manufacturing presence where we make our well-loved snacks like Oreo cookies, belVita breakfast biscuits, Trident gum and Cadbury chocolates. Our East Hanover location also houses our global research and development center for our consumer-favorite cookie and cracker brands.

USA:

Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.

Canada:

If you are applying to a position in Canada, accommodations for applicants with disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process. For all internal and external applicants who require accommodation in the recruitment and selection process please contact 847-943-5460 for assistance/support.

Job Type Regular Service Operations (Delivery) Global Business Services