Are You Ready to Make It Happen at Mondelez International? Join our Mission to Lead the Future of Snacking. Make It With Pride. The Consumer Care Specialist is accountable for the operational activities of the Consumer Care (CC) function for the Philippines, and supporting projects and other tasks in SEA countries. The CC function is supporting all Mondelez categories and brands with consumer service delivery, always aligned with the brand strategy.
The role is responsible for establishing and implementing critical processes, procedures, and systems which enable the function to meet strategic and tactical objectives in line with global best practices.
How you will contribute You will:
Represent the local Consumer Care (CC) function in Philippines and acts as key or supporting business partner across all internal functions Focus on continuous improvement in contact handling, managing call center agents (where applicable) and driving efficiency Work hand in hand with line manager for localizing and implementing global/regional CC procedures Ensure the timely resolution of consumer concerns, manage high risk/sensitive complaints Create and continuously maintain a knowledge database which will include standard responses to most frequently asked questions and complaints, as well as product & company information Assist in providing subject matter expertise to digital agencies and brand teams in handling consumer contacts received via Social Media channels such as Facebook, Instagram, Twitter or similar platforms What you will bring A desire to drive your future and accelerate your career and the following experience and knowledge
2-3 years of experience in Customer / Consumer Service or a related field Experience in handling contact center management, working with call center agents and/or external vendors is a plus Excellent communication skills (English & Tagalog - any additional language proficiencies are welcomed) Demonstrated ability to manage complex, cross-functional projects Demonstrated analytical and quantitative skills Experience in building compelling insight from multiple data sources to influence business decisions Ability to understand social media sentiments and basic community management skills, sufficient to engage with consumers -
No Relocation support available Business Unit Summary Mondelez International in Southeast Asia is in five countries serving 19 markets with more than 18 nationalities and 7,500 employees. This group is emerging as one of the fastest growing regions in Asia, the Middle East and Africa, and we are proud of consistently producing high quality products in nine manufacturing sites. We are market leaders in key snacking categories, making and selling brands like Oreo and Tiger biscuits, Kinh Do mooncakes, Jacob's crackers, Cadbury Dairy Milk chocolate, Tang powdered beverage, Halls candy and Eden cheese. We set the benchmark in being a responsible business and contributing to the communities in which we operate. 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 RegularMarketing ExcellenceMarketing About Us At Mondelez International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.
We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum
Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast.
