My Work and Life Advisor UK&I (Project Based)

Mondelez International; Manila; On-site; PHP 1,972,000 - 2,817,000; Full time

Job summary

Mondelēz International is seeking a proactive Service Operations professional to join our European Global Business Services team on a temporary, six-month assignment. You will be the first point of contact for employee process inquiries, delivering high-quality service within defined SLAs and guiding users through standard policies and procedures.

Based in Europe and operating on Central European Time (3PM–12AM), you will record cases, escalate where needed, and provide feedback to improve

Qualifications

• Experience in customer service within a shared service environment.
• Ability to work with case management systems and document cases clearly.
• Strong listening and questioning skills to resolve employee inquiries.
• Comfort with handling fluctuating workloads and meeting SLAs.

Responsibilities

• Serve as the first point of contact for employee process inquiries.
• Record case details, escalate where needed, and monitor SLA adherence.
• Provide policy information and guidance on procedures to employees.
• Capture feedback and suggest improvements to the service area.

Skills

Customer service

Shared service

Case management systems

Process specialization

Active listening

Questioning skills

Multi-tasking

Operational excellence

Tools

Case management systems

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. 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

More about this role

Work schedule: Central European Time (3PM to 12AM) Term: 6 months

The responsibilities of this position are performed within the framework of a regional business model that is defined and managed by Mondelēz Europe GmbH, Switzerland.

No Relocation support available.

Business Unit Summary

Mondelēz International, Inc. empowers people to snack right in over 150 countries around the world. We are leading the future of snacking with mouth-watering iconic brands such as Oreo, belVita, LU and Ritz biscuits; Cadbury Dairy Milk, Green & Blacks, Milka and Toblerone chocolate; Philadelphia and Dairylea cheese; and Maynards Bassetts, Trebor and Trident gums. Our more than 80,000 colleagues around the world are key to the success of our business. Great people and great brands. That’s who we are. Join us on our journey to continue leading the future of snacking around the world by offering the right snack, for the right moment, made the right way.

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.

Additional Role Details

Job Type Temporary (Fixed Term) Service Operations (Delivery) Global Business Services 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!