**Job Description**:
**Are You Ready to Make It Happen at Mondelez International?
**
**Join our Mission to Lead the Future of Snacking.
Make It Matter.
**
You work in Mondelez 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
**Mais sobre esta função**
Sabemos do nosso papel como agentes de transformação para gerar uma mudança positiva, por isso, diversidade, equidade e inclusão são uma de nossas prioridades.
Acreditamos na quebra de estereótipos e barreiras para garantir a representatividade da sociedade dentro da nossa empresa.
E, para isso, temos um Comitê de Diversidade que atua em quatro frentes, Pessoas com deficiência (PCD), Étnico-Racial, Mulheres e LGBTQIAP+, além de fazer parte do MOVER - Movimento pela Equidade Racial.
**Requisitos expecíficos do trabalho**:
Experiência com gestão de indicadores da área de Recursos Humanos
Experiência com gestão de processos em Recursos Humanos
**Que ingredientes extra você trará**:
**Senso de urgência e prioridade; Organização; Comunicação; Proatividade; Relacionamento interpessoal; Dinamismo.
**:
A Mondelez International está atenta ao futuro do trabalho e valoriza o bem-estar de nossas pessoas, buscando proporcionar as melhores experiências.
Sendo assim, algumas de nossas vagas administrativas são elegíveis ao modelo híbrido, possibilitando o trabalho remoto em alguns dias da semana.
**No Relocation support available**:
**Business Unit Summary**:
**Mondelez Brazil is Mondelez International's fourth largest operation in the world, with 10,000 employees at 17 sites proudly making, selling and distributing some of the most loved brands of gums, candies, powdered beverages, cream cheeses, chocolates, biscuits, and desserts in Brazil.
We make snacking favorites like Bis, Lacta, Oreo, Club Social, Sonho de Valsa, Trakinas, Trident, Halls, Royal, Tang and many others.
We truly are part of Brazilians' lives: You can find our mouth-watering products in more than 700,000 locations in the country.
Our plants are based in Vitoria de Santo Antão, in Pernambuco state, and Curitiba, in Paraná state.
We will relaunch our tech center in 2020 so we can keep creating innovative choices, offering the right snack for the right moment, made the right way.
**:
Mondelez 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**:
Temporary (Fixed Term)
Service Operations (Delivery)
Global Business Services