Consumer Care Specialist

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It With Pride.

You effectively manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty.

How you will contribute

You will effectively manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty, help turn voluntary consumer contacts into insights and actions, and oversee the consumer relations operations and lead reporting.

What you will bring

A desire to drive your future and accelerate your career and the following experience and knowledge:

• Contact center management, analysis, customer service, front-end, and operational systems with foundational functional expertise
• Social media operations
• Recall management
• Project management
• Thinking strategically, managing projects independently, and being consumer focused
• Developing people and interpersonal/team building/motivational skills
• Analytical and quantitative skills
• Communicating effectively, verbally and in writing

More about this role:

Mondelēz LA Consumer Care manages an estimated 70K consumer contacts annually, including approximately 500 escalated/high risk/sensitive consumer contacts received across multiple channels: phone, email, What's App and social across all countries. 

Job Scope:

• As part of the day to day of Consumer Care, this role will work directly with our Partners and stakeholders to ensure Consumers are given the best experience; this includes Marketing, Quality, Corporate Affairs, Legal; Senior Brand Leads; R&D and MDS. This position will work across multiple consumer touchpoints across Legacy and Digital Channels and will be responsible for our brands to reduce risk mitigation and provide great consumer experience.  This Role will support the Brazil Consumer Care Team in all aspects of the function, assisting with Adhoc Reporting and general requests from the business regarding consumer contacts.

Escalations/Sensitive High-Risk Contacts:

• This position has the responsibility for ensuring high risk, high profile serious consumer contacts are handled correctly, providing ongoing guidance and training.  This position is required to directly handle extremely high-risk consumers where the Contact Center has been unable to resolve. All contacts that come to our CEO, Senior Leadership, Board Members and Retailers are handled by this role.

Brand Responsibilities within Consumer Care:

• This role manages the link between Consumer Care and Marketing, working alongside the brand teams, they will be aware of the strategies and new offerings and will provide consumer experience guidance around the Website and Policies.
• Manage (Create, Edit and Remove) all Knowledge Management articles for New Products, Promotions, Ltd Editions.  Including all outgoing communication (chat, letters, emails, What's App),
• Supporting our partners, ensuring Answers to Questions is clearly documented, within our KM Tool.
• Ongoing Training to our Agents on Brand Voice, Promotions, Ltd Editions and Ecommerce business.

Fulfillment Management:

• Responsible for the end-to-end process for Digital Coupons including legal and training.
• Responsible for the partner who manages Samples Collections and physical reimbursement.
• Managing the budget to ensure we have the funds for our partners, making sure we are following the Finance process, including Good Receipts, Purchase Orders etc.

This role will be expected to support Recalls across all Brands as and when the need arises, this will include providing support to the SSMT with regards to reporting, readying the Call Center for a potential recall and supporting our partners during the weeks while the recall is live.

The individual must demonstrate mastery of internal procedures beyond those taught by demonstration. Gains knowledge of, and applies, internal and job specific problem-solving techniques to solve project issues.  Uses rigorous logic to quantify, assess, and solve issues with effective solutions.  Identifies challenges early and communicates them appropriately.

Comfortable managing with ambiguity and working in a role where the scope will change over time based on business needs.

Minimum Education and Experience:

• Fluent in writing and speaking English;
• Bachelor's Degree is preferred;
• Ability to thrive and handle ambiguity;
• Analytic and critical thinking skills;
• Solid business acumen;
• Solid communication skills;
• Solid grammar and creative writing skills.

Base: São Paulo/SP.

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.

No Relocation support available

Business Unit Summary

Mondelēz Brasil is Mondelēz International's fourth largest operation in the world, with approximately 7,500 employees proudly producing, selling and distributing some of the most beloved brands of chewing gum, candies, powdered beverages, cream cheeses, chocolates, cookies and desserts in Brazil. We make the Brazilians' favorite products such as Bis, Lacta, Oreo, Club Social, Sonho de Valsa, Trakinas, Trident, Halls, Royal, Tang and many others. We are truly part of the lives of Brazilians: You can find our mouth-watering products in more than 700,000 points of sale and we are present in more than 92% of Brazilian homes. Our factories are located in Vitória de Santo Antão, in the state of Pernambuco, and Curitiba, in the state of Paraná. We are also home to one of the company's 11 technology centers around the world, responsible for research and development, so we can continue to create new and innovative products, offering the right snack for the right time, done in the right way. 

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 TypeTemporary (prazo determinado)Marketing ExcellenceMarketing

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