Contact Center Support - Mandarin

Location: Malaysia

Language requirement: Mandarin (must be proficient) + English

Band / Designation: Process Executive

 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 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