My Query Advisor Na/la

hace 4 semanas

San José, Costa Rica Mondelēz International A tiempo completo

**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 Business 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**
- Provide general information to target audience on policies and procedures, and answer questions based on FAQs.
- Accurate collection of case details and employee data.
- Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action.
- Provide support on the creation, updating and maintaining of the tier 0 gateway to HR as per customer feedback and internal recommendations.
- Liaise with other (tier 2) support teams to solve more complex queries or work on requests and ensure proper documentation, notification, escalation, and tracking and follow up of all incidents.
- Maintain an up-to-date knowledge of Payroll and HR processes and regulations to ensure accuracy & compliance and stay abreast of changes required.
- Updates and maintains call matrix containing guidelines on handling different types of payroll/HR questions end-user experience strategy E2E.
- Assist on all VOC (Voice of the Customer) activities for the 19 supported countries while partnering with other MBS Centers to drive the VOC agenda within MBS and the wider business.
- Record, collate, analyze, and evaluate data relating to Customer Experience.
- Provide feedback and propose improvements to Knowledge Management Specialist to ensure employee Knowledge Base is accurate, relevant, accessible, and easy to understand.
- Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved.
- Support continuous improvement activities in order to optimize how internal customers can experience the smoothest process.

**Job specific requirements**:

- 2-3 years experience in Customer Service
- Advanced English is required

**Skills & Experience**:

- Experience in Shared Service Environments (1-2 years)
- Advanced English is required
- Experience in Managing HR systems (Workday, Service Now) is desirable
- Experience of working with Workday or equivalent database is desirable
- Ability to influence line managers and advocate for the right course of action
- Ability to plan and manage a variety of people processes
- Able to multi-task and manage a fluctuating workload with large volumes
- Skilled with technology and technical tools (e.g., case management tool, HR databases)
- Able to work under pressure and learn quickly

**More about this role**

**What you need to know about this position**:
**What extra ingredients you will bring**:
**Education / Certifications**:
**Job specific requirements**:
**Travel requirements**:
**Work schedule**:
**No Relocation support available**:
**Business Unit Summary**:
**WACAM is Mondelez International’s Latin America presence with 1,700 wonderful people proudly representing a diversity of cultures and nationalities. WACAM includes 12 countries—Colombia, Ecuador, Peru, Chile, Bolivia, Panama, Costa Rica, Nicaragua, Honduras, Guatemala, El Salvador, and the Dominican Republic—and the U.S. territory of Puerto Rico. We make and distribute our global brands and local jewels such as **_Choco-Soda _**, **_Doña Pepa _**, **_Coronitas _**and **_Cua-Cua _**to over 190 mi

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