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.

Maggiori informazioni sul ruolo aziendale

Cosa devi sapere su questa posizione:

Quali altre capacità ti serviranno:

Istruzione/Certificazioni:

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Supporto alla Relocation disponibile?

Nessun supporto disponibile per la relocation

Riepilogo business unit

La nostra regione dell'America Latina comprende quattro unità aziendali di Mondelēz International: Brasile, Messico, Cono meridionale (che comprende Argentina, Uruguay e Paraguay) e WACAM (che comprende 12 paesi sudamericani e il territorio degli Stati Uniti di Porto Rico) e un mercato autonomo: il Venezuela. Abbiamo circa 20.000 dipendenti appassionati che mettono tutta la loro energia, il loro cuore e le loro anime per creare, commercializzare e vendere i nostri marchi iconici globali e delizie locali come Lacta, Field e Terrabusi per citarne alcune. Siamo conosciuti per la nostra resilienza e buon umore e viviamo il nostro scopo con passione e impegno.

Mondelēz International è un datore di lavoro che offre pari opportunità e tutti i candidati qualificati verranno presi in considerazione ai fini dell’impiego a prescindere da razza, colore della pelle, religione, sesso, orientamento o preferenza sessuale, identità di genere, origine nazionale, stato di disabilità, stato di veterano protetto oppure qualsiasi altra caratteristica protetta dalla legge.

Tipo di lavoro

Contratto a tempo indeterminato

Service Operations (Delivery)

Global Business Services