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My W&l Events Advisor La

hace 2 meses

Bogotá, Bogotá D.E., Colombia Mondelēz International A tiempo completo



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Trabajas en Mondelēz International Digital Services, brindando soporte de primera línea en tu área de responsabilidad, guiando a los empleados a través de procesos específicos y trabajando con otros para dirigir y resolver problemas y consultas.


Cómo contribuirás

  • Serás el primer punto de contacto para preguntas relacionadas con tu área de responsabilidad, proporcionando servicio al cliente de alta calidad y oportuno y asegurándote de que todas las solicitudes sean completamente entendidas.
  • En este rol, trabajarás dentro de acuerdos de nível de servicio, comunicando cuando los casos sean escalados.
  • También se te pedirá que proporciones comentarios y propongas mejoras en tu área de responsabilidad, y que registres y rastrees casos en el sistema de gestión de casos, asignando un nível de severidad y asegurándote de que los casos se resuelvan y que los acuerdos de nível de servicio puedan medirse y mejorarse.
  • Este rol requiere que cumplas con actividades de aseguramiento de calidad y protección de datos.

Lo que aportarás
Un deseo de impulsar tu futuro y acelerar tu carrera.

Traerás experiência y conocimientos en:

  • Servicio al cliente
  • Trabajar en una organización de servicios compartidos
  • Trabajar con sistemas de gestión de casos
  • Tu área de especialización en procesos
  • Habilidades de escucha activa
  • Realizar múltiples tareas y gestionar una carga de trabajo fluctuante
  • Excelencia operativa
  • Additional Job Description

Más acerca de este rol

Lo que necesitas saber sobre este rol:

Harás parte del equipo de Mondelez Business Services, dando soporte a toda la región de Latinoamérica, a través de resolución de tickets, chats, llamadas y brindando un excepcional servicio a cliente interno.


Este rol es temporal, de 6 meses de duración.

Responsabilidades:

  • Actualizar y mantener las pautas sobre cómo manejar diferentes tipos de preguntas de nómina/recursos humanos y estrategias de experiência del usuario final.
  • Registrar y dar seguimiento a los casos en el sistema de gestión de casos, asignar severidad y dar seguimiento para garantizar que cada caso se resuelva y se puedan medir y mejorar los SLAs.
  • Apoyar tareas relacionadas con el servicio al cliente de alta calidad y oportuno, asegurando que todas las solicitudes sean completamente entendidas respondiendo llamadas/correos electrónicos entrantes.
  • Para consultas no manejadas por el centro de servicio (por ejemplo, terceros), redirigir a los llamantes con cortesía y profesionalismo.
  • Registrar, recopilar, analizar y evaluar datos relacionados con la Experiência del Cliente.

Los ingredientes extra que traerás:

  • Fuerte orientación al detalle.
  • Conocimiento sobre cómo brindar soporte claro y efectivo, con habilidades de orientación al cliente.
  • Adaptabilidad y flexibilidad dentro de un entorno de trabajo dinámico y acelerado.
  • Gran autonomía laboral con baja supervisión.

Requerimientos específicos del rol:

  • Experiência previa de al menos 6 meses en servicio al cliente y/o brindando soporte a usuarios finales.
  • Inglés: nível de competencia intermedio.
  • Portugués: nível de competencia intermedio.

Work schedule:

Híbrido en Bogotá, Colombia.

No Relocation support available
Business Unit Summary

  • Wacam is MondelēzInternational'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.


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 Services

Job Details

Title
My W&L Events Advisor LA - Temporal

Function
Global Business Services

Date
6/4/2024

Job ID
R-114440

Work Schedule
Full time

Job Type
Temporary

Location
**Bogota, Colombia

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