Senior Process Executive - Contact Center (Voice, Chat & Email)

Job Title : Senior Process Executive - Contact Center (Voice, Chat & Email)
Location: Malaysia
Language requirement: Bahasa Melayu + English
Employment Type: Contract | 24/7 Rotational Shifts | Work from Office
Role Overview
The Process Executive will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment.
Key Responsibilities

• Handle incoming and outgoing customer interactions via voice, chat, and email.
• Resolve customer queries accurately within defined SLAs.
• Document interactions correctly in CRM/ticketing systems.
• Adhere to schedule, quality standards, and information security policies.
• Meet individual and team performance benchmarks defined by the process.
• Participate in training, calibrations, and continuous improvement initiatives.

Operational Metrics Knowledge

• Average Handling Time (AHT)
• Service Level (SL)
• First Contact Resolution (FCR)
• Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Productivity / Utilization

Required Experience & Skills

• 2-5 years of experience in Contact Center / BPO operation.
• Excellent verbal and written communication skills (C1 English required for Voice).
• Experience supporting Inbound and Outbound Voice, Chat, and Email process.
• Working knowledge of CRM tools and basic systems navigation.
• Strong customer focus, problem-solving, and multitasking skills

Shift Requirements

• Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office

Cognizant Competencies

• Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness

About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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