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

Mondelez International; Philippines; On-site; PHP 300,000 - 500,000; Full time

Job summary

Mondelēz International is seeking a service operations professional to provide frontline support for processes, guiding employees and resolving inquiries within SLAs.

You will be the first point of contact, gathering case details and navigating case management systems, while ensuring data protection and QA compliance. This is a temporary fixed-term role with CET schedule and no relocation.

Qualifications

• Experience in customer service within a shared services environment.
• Familiarity with case management systems and data handling.
• Strong listening, questioning and multitasking abilities to resolve inquiries.

Responsibilities

• Serve as the first point of contact for questions related to the process area.
• Accurately collect case details and employee information, and track cases to resolution.

Skills

Customer service

Shared services

Case management systems

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.

Job Type

Temporary (Fixed Term)

Service Operations (Delivery)

Global Business Services