My Query Advisor, ANZ (Fixed Term)

R-83974 | Manila, Philippines

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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

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

At Mondelez International, our mission is to provide consumers with the right snack, for the right moment, made in the right way. Across Japan, Australia and New Zealand, we make, market and sell mouth-watering and well-loved global and local brands including Cadbury chocolate, Oreo, belVita, Clorets, The Natural Confectionery Company and Pascall candies. We employ 2,100 people across six manufacturing plants in Japan, Australia and New Zealand who strive to make sure our customers snack right with the best ingredients possible. We bring our products to you with pride.

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.