**Job Description** **Funciones principales:** **Atención al Cliente:** + Recibir, analizar y responder a consultas, solicitudes y problemas de empleados y ex empleados a través de diversos canales (llamadas, correos electrónicos, etc.). + Garantizar una experiencia de cliente positiva y eficiente, cumpliendo con los estándares de calidad y los Service Level Agreements (SLAs) establecidos. **Resolución de Problemas:** + Investigar y resolver problemas complejos de manera oportuna y efectiva, escalando los casos según sea necesario. + Identificar tendencias y patrones en las consultas para proponer soluciones proactivas y mejoras en los procesos. **Gestión de la Información:** + Documentar de manera precisa y completa todas las interacciones con los clientes en los sistemas designados. + Mantenerse actualizado sobre las políticas, procedimientos y herramientas de la empresa para proporcionar información precisa y consistente. **Colaboración:** + Trabajar en estrecha colaboración con otros equipos y departamentos para garantizar la resolución integral de los problemas. + Participar en proyectos de mejora continua para optimizar la eficiencia y la calidad del servicio. **Requisitos:** **Experiencia:** + 1-2 años de experiencia en posiciones de servicio al cliente, preferiblemente en BPOs o centros de contacto. + Habilidades de Comunicación: + Comunicación asertiva y efectiva, tanto verbal como escrita. + Capacidad para explicar información compleja de manera clara y concisa. **Resolución de Conflictos:** + Habilidad para manejar situaciones difíciles y resolver conflictos de manera profesional y constructiva. **Multitasking:** + Capacidad para gestionar múltiples tareas y prioridades en un entorno de alta demanda. + Autogestión y Toma de Decisiones: + Habilidad para trabajar de manera independiente, tomar decisiones informadas y gestionar el tiempo de manera efectiva. **Orientación al Cliente:** + Pasión por brindar un servicio excepcional al cliente y superar sus expectativas. 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 At Mondelēz 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. Join us and Make It An Opportunity! Mondelez Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.