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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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
