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Employee Advisor Specialist
hace 2 semanas
This position plays a pivotal role in Mondelez International's Business Services, providing frontline support to employees across various processes. The successful candidate will serve as the primary point of contact for inquiries, offering high-quality customer service and ensuring that all requests are thoroughly understood.
In this capacity, you will work within defined service level agreements, communicating with customers when cases are escalated. Additionally, you will be responsible for accurately collecting case details and employee data, providing general information on policies and procedures, and answering questions based on Frequently Asked Questions (FAQs).
Responsibilities- Serve as the first point of contact for questions relating to your process area of responsibility, providing high-quality and timely customer service
- Work within service level agreements, communicating when cases are escalated
- Accurately collect case details and employee data
- Provide general information to target audience on policies and procedures, and answer questions based on FAQs
- Liaise with other 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
- Update and maintain 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
