Description

Location: Malaysia

Language requirement: Mandarin + English

Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office

Band / Designation: Process Executive

Role Overview

The Process Executive - Service Delivery (IOA) 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

• 0-3 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.