My Query Advisor Na/la

hace 1 día

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 French is required
- Experience with massive processes
- 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

**Relocation Support Available?**:
No Relocation support available

**Business Unit Summary**:
**We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply**:
**_Our people make all the difference in our succes _**:
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.

**Excited to grow y

  • My Rewards Advisor, Na

    hace 12 horas

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. The My Rewards Advisor, NA provides day-to-day...

  • My Query Advisor Na/la

    hace 2 días

    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...

  • My Query Advisor Na/la

    hace 3 días

    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...

  • My Rewards Advisor

    hace 7 meses

    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 are a specialist in a process, workstream or area in Mondelēz International Digital Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • Na Quality Associate

    hace 6 meses

    San José, Costa Rica Emerson A tiempo completo

    The NA Quality Associate is responsible for deploying and ensuring compliance with MSS quality assurance and safety processes for the NA MSS engineered solutions organization. **In this Role, Your Responsibilities Will Be**: Quality: - Assist in company ISO activities like quality management certification/surveillance audits, awareness programmes, process...

  • Knowledge Mgmt My Rewards, Na/la

    hace 12 horas

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • My Rewards Advisor, La

    hace 2 días

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • My Rewards Advisor La

    hace 12 horas

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • My Rewards Advisor

    hace 2 días

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • Program Manager, na Customer Trust, Fraud, and

    hace 7 meses

    San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - 2+ years of managing...

  • Senior Sourcing Advisor, Na

    hace 2 semanas

    San José, Costa Rica Mondelēz International A tiempo completo

    **Job Description**: **How you will contribute** **Job-specific requirements**: - High school graduate is required, University degree in human resources, business administration, psychology or realted desired - 4+ years of experience sourcing and/or recruiting - Act as a search expert for multiple functional areas - Participate in recruitment...

  • Talent Advisor Sales Na

    hace 7 meses

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • My Work

    hace 1 semana

    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.** As part of Mondelēz International Business Services, you work with the services operations capability leads to ensure that defined processes and tools (which could be in sales, finance, marketing,...

  • Talent Advisor Sales Na- Temporary

    hace 2 días

    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 are a specialist in a process, workstream or area in Mondelēz International Business Services, working to support impeccable service operations. **How you will contribute** You will use your...

  • Security and Compliance

    hace 7 meses

    San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Security Monitoring Engineer

    hace 7 meses

    San José, Costa Rica Hitachi Solutions Ltd A tiempo completo

    **Company Description** **Hitachi Solutions is a global solutions integrator passionate about designing, developing, and delivering cutting edge cloud solutions to help our clients innovative across their entire business. Our firm develops the business services and technology powering some of the products you use every day - and is closely aligned with...

  • Financial Planning Expert for Amazon Air

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    Job Summary:We are seeking an experienced Financial Analyst II to join our Amazon Air team in Costa Rica. As a Financial Planning & Analysis expert, you will play a key role in supporting our business by providing financial insights and data analysis.About the Role:The ideal candidate will have 6+ years of experience in finance or a related analytical field,...

  • Technical Support Engineer

    hace 7 meses

    San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...