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

Mondelez Philippines, Inc.; Manila; On-site; PHP 2,514,000 - 3,771,000; Part time

Job summary

Mondelēz International Digital Services is seeking a frontline support professional to guide employees through processes and resolve enquiries. You will handle case details, ensure data accuracy, and provide policy information within established SLAs.

You will contribute to continuous improvement by giving feedback, tracking cases in the system, and adhering to quality assurance and data protection standards. Term: 6 months, work schedule CET 3PM–12AM.

Qualifications

• Experience in customer service within a shared services environment.
• Experience with case management systems.
• Ability to respond to end-user questions and adapt to fluctuating workload.

Responsibilities

• Serve as the first point of contact for questions related to your process area, ensuring high-quality, timely service.
• Follow service level agreements and escalate when needed.
• Accurately collect case details and employee data, provide policy information and answer FAQs.
• Record and track cases, assign severity levels, and support resolution to meet SLAs and QA requirements.

Skills

Customer service

Shared service

Case management systems

Process knowledge

Active listening

End-user questioning

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.

Job Type

Temporary (Fixed Term)

Service Operations (Delivery)

Global Business Services