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 perf...

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