Location: ASEAN (Thailand, Malaysia)
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
· 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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About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
