Global W&L My Query Advisor
On-siteManila, Metro Manila, Philippines
Job Summary
Serve as the first point of contact for employee questions regarding your process area, ensuring all requests are fully understood and accurately recorded in the case management system. Provide general information on policies and procedures based on FAQs, assign severity levels, and follow through to ensure cases are resolved while communicating escalations within service level agreements. Comply with quality assurance and data protection activities while driving improvements in your area of responsibility. This role operates within Mondelēz International Digital Services, supporting the global snack portfolio including Oreo, Cadbury, and Sour Patch Kids.
Required Qualifications
- 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
- Comply with quality assurance and data protection activities
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