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Contact Centre (Backend)

process executive - contact centre (voice, chat & email)

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Overview
Job-type Contract
Job Category Contact Centre (Backend)
Industries Contact Centre
Salary MYR 4,600 - 5,498 /Month
Who you'll be working for
The client is a BPO.
What requirements you'll need to be eligible

 

  • 0–3 years of experience in Contact Center / BPO operations
  • Excellent verbal and written communication skills (C1 English required for Voice)
  • Experience supporting Inbound and Outbound Voice, Chat, and Email processes
  • Working knowledge of CRM tools and basic systems navigation
  • Strong customer focus, problem-solving, and multitasking skills
  • Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work from office. 
What you'll be doing on the job

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.
  • 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.
Consultant Contact
Posted by: Natasha Leong
Phone: +6013-366 0899
Email: natasha.leong@recruitfirst.co
Sound interesting?
Apply!

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