Overview
Process Executive – Contact Center (Voice, Chat & Email) Jobs in Greater Kuala Lumpur at Cognizant
Title: Process Executive – Contact Center (Voice, Chat & Email)
Company: Cognizant
Location: Greater Kuala Lumpur
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.
