Employee Life Events Advisor
Mondelēz International
CR-San José-Santa Ana
hace 4 días

Description

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 International.

    Mondelez International is looking for vacancy : Employee Life Events Advisor

    Position Purpose :

    Act as first point of contact for all employee, former employee, candidates or vendor related HR and Payroll queries and requests Americas

    Main Responsabilities :

    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.

    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
  • 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
  • Experience :

  • 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
  • 2-3 years in experience in Customer Service
  • Skills :
  • Customer focus
  • Problem solving
  • Priority settings
  • Written communication
  • Drive for results
  • Strong communicator, both verbally and written
  • Strong attention to detail with a questioning, curious approach
  • 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.

    We invite you to leave your CV to be part of this great team of people and brands who make Mondelez International.

    Join our dream of creating delicious moments of joy!

    Thank you, we look forward to speaking with you!

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