My Query Advisor

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
Every day, thousands of Mondelēz employees across Latin America have questions - about their benefits, their processes, their next steps. When they reach out, you are the voice on the other end. At Mondelēz International Digital Services, you will be the trusted guide who turns uncertainty into clarity and makes sure every colleague feels heard, supported, and empowered.
This is more than a support role. It is your launchpad into a global snacking powerhouse where your ideas, your initiative, and your growth truly matter.
Important: This role requires advanced Portuguese (B2 or above). Candidates who do not meet this language requirement will not be considered.
Job Description Summary
You are part of Mondelēz International Digital Services, providing front-line support in your area of responsibility. You guide employees through specific processes and collaborate with others to direct and resolve issues and inquiries - always with quality and empathy at the center.
How You Will Contribute
You will be the first point of contact for employees who need answers in your area of expertise, and we take that responsibility seriously. Your mission is to deliver high-quality, timely service while making sure every request is fully understood before you act on it.
Day to day, this means actively listening to what each person truly needs - not just what they ask on the surface. You will manage cases within service level agreements, communicating transparently when something needs to be escalated. You will capture case details and employee data with precision, share clear information on policies and procedures, and answer frequently asked questions with confidence.
But here is what sets this role apart: you do not just resolve - you improve. We will count on you to spot opportunities to make our processes better, to propose ideas that strengthen how we communicate with users, and to track every case in our management system with the right priority level so we can continuously measure and raise the bar. All of this while upholding our quality assurance and data protection standards.
What you will bring
More than a checklist, we are looking for someone with the drive to grow and the curiosity to keep getting better. If the following sounds like you, we want to hear from you.
You have hands-on customer service experience and understand that a great experience starts with truly listening. You are naturally proactive - the kind of person who does not wait to be told something could work better, but speaks up with ideas to improve processes and user communication, whether online or offline. You are comfortable handling inquiries through multiple channels (chat, phone, ticketing platforms) and can adapt your approach to each one.
You know how to juggle multiple tasks without dropping quality, even when the workload shifts unexpectedly. You ask the right questions, read the context of each situation, and use sound judgment to respond to all types of employee-related inquiries. Above all, you bring an operational excellence mindset - always looking for a way to make things a little better than you found them.
More about this role

• This role offers you the chance to hone your customer service skills within the My Query team, working directly with and for Mondelez employees. If you're proactive, possess strong verbal communication skills, have some customer service experience, are fluent in Portuguese, have intermediate English proficiency, and are eager to grow within a world-leading snacking multinational, this is your opportunity.
  What additional ingredients will you bring?
  • Customer service experience: Prior experience in customer service.
  • Proactivity in identifying opportunities for improvement in our operation, both in processes and in communication with the user: Ability to identify and propose improvements in processes and communication with users, both online and offline.
  • Answering questions or inquiries from users through different channels of attention (online and offline): Attending inquiries and doubts from users through various channels of attention, including online platforms and in-person service.

Education/Qualifications:

• University undergraduate degree: A bachelor's degree.
• Student of administrative careers: Being a student of careers related to administration or human resources.

Requirements associated with the job:

• Advanced Portuguese (B2) - mandatory. This is a non-negotiable requirement. You must be confident handling interactions, resolving cases, and communicating fluently in Portuguese.
• Intermediate English (B1) - you can communicate clearly in English in a professional setting.
• Minimum 6 months of experience in customer care or customer service.
• Assertive communication skills - you express yourself clearly, respectfully, and with purpose.
• Hybrid work availability - you are comfortable combining in-person and remote work.

About the Role
We are looking for a My Query Advisor to join our HR Shared Services BU squad. This role serves as the first point of contact for MDLZ employees, providing generalist HR advice and guidance on policies, processes, and general colleague queries - particularly where self-service is unavailable or insufficient. The Advisor also executes all non-self-service work and life changes in Workday to ensure employee data is accurate and up to date. The ideal candidate thrives in fast-paced environments, adapts quickly to change, and is committed to continuous learning.
Key Responsibilities
Operational Delivery

• Handle inbound employee inquiries via multiple intake channels (phone, chat, and ticketing systems), providing timely and high-quality query resolution.
• Manage and prioritize multiple cases simultaneously through effective case management and multitasking.
• Execute data changes and system transactions in Workday where employee self-service is not viable, in accordance with Standard Operating Procedures (SOPs).
• Route and escalate queries to the My Work and Life Events Lead or People Experience Lead where appropriate.
• Conduct relevant research to support accurate and complete query resolution.
• Maintain deep functional and domain knowledge to provide high-touch support for key moments that matter throughout the employee life cycle.
• Manage document archiving into the personal file, including e-filing, storage of physical records, managing access and circulation, and retention and deletion as required.
• Stay up to date with process changes, tools, and internal policies to ensure accurate and current support.
• Collaborate with cross-functional teams and actively participate in improvement projects.

KPIs

• Adherence to schedule
• SLA compliance
• Misrouted cases rate
• Quality metrics

Required Qualifications
Education

• Bachelor's Degree in Business Administration, Human Resources, or a related field (completed or in final stages).

Languages

• Portuguese: Fluent level - conversational fluency required.
• English: Minimum intermediate level with fluent conversational ability.

Experience

• Previous experience in customer service environments (BPOs, shared services centers such as Teleperformance or similar).
• Experience working in a virtual/hybrid environment using supportive systems (Case Management tools, Workday, ServiceNow, etc.).
• HR experience is a plus but not required.

Tools & Systems

• ServiceNow (SNOW)
• Employee Center
• Workday
• Openness to learn additional platforms as needed.

Soft Skills & Competencies (Non-Negotiable)

• Excellent communication skills
• High-level customer service orientation
• Active reading and comprehension
• Senior stakeholder management
• Teamwork and collaboration
• Proactive participation in projects
• Adaptability and willingness to continuously update knowledge
• Strong multitasking and organizational skills

Preferred Experience

• Background in BPO, shared services, or outsourcing companies (e.g., Teleperformance).
• Familiarity with HR service delivery models and employee life cycle processes.

Work Schedule & Location

• Hybrid model based in Bogotá, Colombia.

No Relocation support available
Business Unit Summary
Our Latin America region is comprised of four Mondelez International business units: Brazil, México, Southern Cone (which includes Argentina, Uruguay and Paraguay) and WACAM (which includes 12 South American countries and the U.S. territory of Puerto Rico); and one stand-alone market: Venezuela. We have approximately 20,000 passionate employees who put in all their energy, hearts and souls to create, market and sell our global iconic brands and beloved local jewels such as Lacta, Field and Terrabusi among others. We are known for our resilience and good humor and live our purpose with passion and commitment.
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.
Job Type
Regular
Service Operations (Delivery)
Global Business Services