my query adv isor, inMondelēz International

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
Requirements:
Bachelor's degree, any course
At least 1 year of experience in customer service
Strong communication skills (both verbal and written)
Preferably with exposure in BPO/Shared Service
Preferably with working knowledge in ticketing tools
Open to a fresh graduate who is willing to learn and be trained
Scope of the Role:
Mainly responsible for managing queues and taking calls in terms of employee queries using ServiceNow
Participate in projects within the workstream
Stakeholder management
Work Schedule:
Monday - Friday (Midshift schedule)
Location:
Eton Centris, QC
No Relocation support available
Business Unit Summary
Headquartered in Singapore, Mondelēz International's Asia, Middle East and Africa (AMEA) region is comprised of six business units, has more than 21,000 employees and operates in more than 27 countries including Australia, China, Indonesia, Ghana, India, Japan, Malaysia, New Zealand, Nigeria, Philippines, Saudi Arabia, South Africa, Thailand, United Arab Emirates and Vietnam. Seventy-six nationalities work across a network of more than 35 manufacturing plants, three global research and development technical centers and in offices stretching from Auckland, New Zealand to Casablanca, Morocco. Mondelēz International in the AMEA region is the proud maker of global and local iconic brands such as Oreo and belVita biscuits, Kinh Do mooncakes, Cadbury, Cadbury Dairy Milk and Milka chocolate, Halls candy, Stride gum, Tang powdered beverage and Philadelphia cheese. We are also proud to be named a Top Employer in many of our markets.
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.
Job Type
Regular
Service Operations (Delivery)
Global Business Services
Mondelēz International

Manila City, Metro Manila
Permanent
Full-time