My Query Advisor

About the role

Join Mondelēz International Digital Services as a My Query Advisor, providing front‑line HR support to employees across Latin America. You will be the first point of contact for HR‑related inquiries, handling cases through multiple channels and ensuring accurate employee data in Workday.

Key responsibilities

• Handle inbound employee inquiries via phone, chat, and ticketing systems, delivering timely and high‑quality resolutions.
• Execute data changes and system transactions in Workday when self‑service is not possible, following SOPs.
• Prioritize and manage multiple cases simultaneously, adhering to service level agreements.
• Route and escalate complex queries to the My Work and Life Events Lead or People Experience Lead.
• Maintain up‑to‑date knowledge of processes, tools, and internal policies.

Required profile

• Advanced Portuguese (B2) and intermediate English (B1) proficiency.
• Minimum 6 months of customer service or customer care experience.
• Ability to work in a hybrid environment, combining on‑site and remote work.
• Strong communication, active listening, and proactive problem‑solving mindset.

Required skills

• Experience with ServiceNow (SNOW) and Workday platforms.
• Familiarity with case‑management tools and ticketing systems.