Job Description
This role is temporary, lasting 3 months.
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 Digital 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

More about this role
What you need to know about this position:
You will be part of the Mondelez Business Services team, supporting some countries within LA region, through ticket resolution, chats, calls and providing exceptional internal customer service. This role is temporary, lasting 3 months.

Your responsibilities will be:

• Update and maintain guidelines on how to handle different types of payroll/HR questions and end user experience strategies.
• Log and track cases in the case management system, assign severity and follow up to ensure each case is resolved and SLAs can be measured and improved.
• Provide general information to the target audience on policies and procedures, and answer questions based on frequently asked questions.
• Support tasks related to high quality and timely customer service, ensuring all requests are fully understood by answering incoming calls/emails.
• For inquiries not handled by the service center (e.g. third parties), redirect callers with courtesy and professionalism.
• Record, collect, analyze and evaluate data related to Customer Experience.

The extra ingredients you will bring:

• Strong detail orientation.
• Knowledge of how to provide clear and effective support, with customer facing skills.
• Adaptability and flexibility within a dynamic and fast-paced work environment.
• High job autonomy with low supervision.

Job specific requirements:
Previous experience of at least 6 months in customer service and/or providing support to end users.
Work schedule:
Hybrid in Bogotá, Colombia
No Relocation support available
Business Unit Summary
Wacam is Mondelēz International’s Latin America presence with more the 1700 wonderful people proudly representing a diversity of cultures and nationalities. Wacam includes 13 countries: Colombia, Ecuador, Perú, Chile, Bolivia, Panamá, Costa Rica, Nicaragua, Honduras, Guatemela, El Salvador, República Dominicana, Puerto Rico. We make and distribute our global brands and local jewels such as Field, Club Social to over 190 million consumers.
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.
At Mondelez International we work under a hybrid model, in which our offices at WACAM offer us a space for connection, collaboration and co-creation, with attendance being subject to the needs of the teams themselves and/or the business.
Where permitted by internal policies and local laws, new hires are required to be fully vaccinated with the COVID-19 vaccine as a condition of employment by their date of hire, unless they are granted a medical accommodation.
Job Type
Temporary (Fixed Term)
Service Operations (Delivery)
Global Business Service

• Update and maintain guidelines on how to handle different types of payroll/HR questions and end user experience strategies.
• Log and track cases in the case management system, assign severity and follow up to ensure each case is resolved and SLAs can be measured and improved.
• Provide general information to the target audience on policies and procedures, and answer questions based on frequently asked questions.
• Support tasks related to high quality and timely customer service, ensuring all requests are fully understood by answering incoming calls/emails.
• For inquiries not handled by the service center (e.g. third parties), redirect callers with courtesy and professionalism.
• Record, collect, analyze and evaluate data related to Customer Experience