Employee Live Events Advisor Portuguese
Mondelēz International
Santa Ana, San José, CR
hace 23 horas


  • Mondelez International, Inc. empowers people to snack right in over 160 countries around the world. We’re leading the future of snacking with iconic brands such as Oreo, belVita and LU biscuits;
  • Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. Our 90,000+ 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 mission to continue leading the future of snacking around the world by offering the right snack, for the right moment, made the right way.

    It’s time for you to Make It at Mondelez InternationalMondelez International is looking for vacancy : Employee Live Events Advisor Portuguese.

    Position Purpose Act as first point of contact for all employee, former employee, candidates or vendor related HR and Payroll queries and requests Americas in Spanish, English and Portuguese. Main Responsibilities

  • 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 support on the creation, updating and maintaining of the tier 0 gateway to HR as per customer feedback and internal recommendations.
  • Support tasks related to the Provide high quality and timely customer service, ensuring all requests are fully understood by answering inbound calls / email in Spanish, English and Portuguese.
  • For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism.
  • This includes responding to general queries related to HR or Payroll inquiries for Brazil.
  • Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action.
  • Accurate collection of case details and employee data.
  • Provide general information to target audience on policies and procedures, and answer questions based on FAQs.
  • 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.
  • 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.
  • Support continuous improvement activities in order to optimize how internal customers can experience the smoothest process.
  • Academic Knowledge

  • Background in Business Administration or other relations field.
  • Working Knowledge

  • 2-3 years in experience in Customer Service.
  • Abilities

  • Proven passion and ability to deliver impeccable customer service, drives for results that satisfy all stakeholders - specialising in situations where there have been problems and issues.
  • Strong attention to detail, able to make sound and quick judgments and make decisions to aid the resolution of escalations and to evaluate feedback.
  • Enabler for change with strong drive for constant improvement.
  • Strong communicator, both verbally and written Spanish, English and Portuguese.
  • Strong attention to detail with a questioning, curious approach.
  • Fluent Spanish, English and Portuguese oral and written.
  • Mondelez International, Inc. is an equal opportunity and Affirmative Action employer. We actively seek to maintain a diverse work force, and Mondelez International, Inc.

    therefore recruits qualified applicants without regard to race, color, religion, gender, national origin, age, disability, or Vietnam veteran status.

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