Senior Process Executive - Contact Center (Voice, Chat & Email)

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.
• Pa...