Service Delivery Pro – 24/7 On‑Site Customer Support

Job description

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. 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 2-5 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 #J-18808-Ljbffr