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CAREERS TO SMILE ABOUT At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day. At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve. Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you. Your Impact The role focuses on managing and resolving internal employee requests efficiently, ensuring timely service and effective solutions. It also involves analyzing issues, tracking KPIs, and improving processes to enhance operational efficiency and employee experience.
Job Responsibility
Manage and follow up on internal employee requests, ensuring timely resolution and adherence to service standards
Analyze requests to identify root causes and support the implementation of effective solutions
Maintain clear and timely communication with stakeholders
Monitor and update service KPIs, ensuring accurate tracking and reporting of performance metrics
Identify trends and areas for improvement based on data analysis, and provide recommendations to enhance processes
Collaborate with cross-functional teams to support the resolution of cases and ensure alignment with established processes
Document and maintain the knowledge base, ensuring information is accurate, updated, and accessible
Support the standardization and simplification of processes and documentation
Apply best practices in knowledge management and continuous improvement in daily activities
Escalate complex issues following defined procedures and keep relevant stakeholders informed
Requirements
Experience in customer service, help desk, or request management roles
Excellent communication skills for interaction with cross-functional teams and stakeholders
Strong organizational skills with attention to detail and ability to manage multiple requests
Advance English is a must
What we offer
Opportunities to learn and develop every day through a wide range of programs
Internal digital platforms that promote self-learning
Development programs according to Leadership skills
Specialized training according to the role
Learning experiences with internal and external providers
Recognition programs for seniority, behavior, leadership, moments of life, among others
Financial wellness programs that will help you reach your goals in all stages of life
A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle