As an HR Associate, you provide HR support in French and English, managing inquiries via tickets, emails, and chats, ensuring timely resolutions and high-quality service.
Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
You will join Mondelēz International People Services as a My Query Advisor, part of our front-line HR support team, assisting employees in French and English. This role is the first point of contact for employee HR inquiries and plays a key part in ensuring positive employee experience across multiple countries. You will provide support via cases (tickets), emails and chats, using systems such as Service Now and Workday.
How you will contribute
As a My Query Advisor, you will be responsible for:• Providing guidance to employees on HR policies, processes, and tools, empowering them to use available self-service resources;• Managing and resolving inquiries related to employee data, employment letters, benefits, absences, and other HR services;• Reviewing and updating HR cases in ServiceNow, assigning priorities and ensuring timely resolution according to Service Level Agreements (SLAs);• Investigating more complex or unclear requests, collaborating closely with other HR teams such as Payroll, Work & Life, Rewards, Talent Acquisition etc to ensure end-to-end case resolution;• Escalating issues appropriately when needed, and following up to ensure cases are resolved;• Contributing to continuous improvement by sharing feedback on recurring issues, unclear processes, or system pain points.• You will also be asked to provide feedback and propose improvements in your area of responsibility.
This role requires you to comply with quality assurance and data protection activities.
This is a collaborative, team-oriented role within the HR front office, where teamwork, communication, and ownership are key to delivering high-quality service to our colleagues and stakeholders across the region.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:• Fluency in both French and English (spoken and written) - mandatory;• Experience in Customer Service, BPO, or Shared Service Center environments is highly appreciated;• Experience in HR support is a strong plus, but not mandatory;• Familiarity with ticketing systems and working knowledge of HR systems;• Strong communication and active listening skills, with the ability to adapt to different cultural contexts;• A team-player attitude - this is not a solitary role; collaboration and knowledge-sharing are strongly encouraged;• A proactive and solution-oriented mindset, always striving to support employees in the best possible way.
More about this role
What you need to know about this position:
What extra ingredients you will bring:
Education / Certifications:
Job specific requirements:
Travel requirements:
Work schedule:
Relocation Support Available?
No Relocation support available
Business Unit Summary
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our succes
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.
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
IF YOU REQUIRE SUPPORT TO COMPLETE YOUR APPLICATION OR DURING THE INTERVIEW PROCESS, PLEASE CONTACT THE RECRUITER
Job Type
Regular
Service Operations (Delivery)
Global Business Services
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
You will join Mondelēz International People Services as a My Query Advisor, part of our front-line HR support team, assisting employees in French and English. This role is the first point of contact for employee HR inquiries and plays a key part in ensuring positive employee experience across multiple countries. You will provide support via cases (tickets), emails and chats, using systems such as Service Now and Workday.
How you will contribute
As a My Query Advisor, you will be responsible for:• Providing guidance to employees on HR policies, processes, and tools, empowering them to use available self-service resources;• Managing and resolving inquiries related to employee data, employment letters, benefits, absences, and other HR services;• Reviewing and updating HR cases in ServiceNow, assigning priorities and ensuring timely resolution according to Service Level Agreements (SLAs);• Investigating more complex or unclear requests, collaborating closely with other HR teams such as Payroll, Work & Life, Rewards, Talent Acquisition etc to ensure end-to-end case resolution;• Escalating issues appropriately when needed, and following up to ensure cases are resolved;• Contributing to continuous improvement by sharing feedback on recurring issues, unclear processes, or system pain points.• You will also be asked to provide feedback and propose improvements in your area of responsibility.
This role requires you to comply with quality assurance and data protection activities.
This is a collaborative, team-oriented role within the HR front office, where teamwork, communication, and ownership are key to delivering high-quality service to our colleagues and stakeholders across the region.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:• Fluency in both French and English (spoken and written) - mandatory;• Experience in Customer Service, BPO, or Shared Service Center environments is highly appreciated;• Experience in HR support is a strong plus, but not mandatory;• Familiarity with ticketing systems and working knowledge of HR systems;• Strong communication and active listening skills, with the ability to adapt to different cultural contexts;• A team-player attitude - this is not a solitary role; collaboration and knowledge-sharing are strongly encouraged;• A proactive and solution-oriented mindset, always striving to support employees in the best possible way.
More about this role
What you need to know about this position:
What extra ingredients you will bring:
Education / Certifications:
Job specific requirements:
Travel requirements:
Work schedule:
Relocation Support Available?
No Relocation support available
Business Unit Summary
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our succes
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.
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
IF YOU REQUIRE SUPPORT TO COMPLETE YOUR APPLICATION OR DURING THE INTERVIEW PROCESS, PLEASE CONTACT THE RECRUITER
Job Type
Regular
Service Operations (Delivery)
Global Business Services
Top Skills
Service Now
Workday
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