Process Executive – Contact Center (Voice, Chat & Email)
Job Details
- Role: Process Executive – Contact Center
- Location: ASEAN (Thailand & Malaysia)
- Employment Type: Full-Time
- Work Mode: Work From Office
- Shift: 24/7 Rotational Shifts
- Band/Designation: Process Executive
Role Overview
The Process Executive – Service Delivery (IOA) will handle customer support operations through voice calls, chat, and email channels. The role focuses on providing high-quality customer service while following SLA targets, compliance standards, and operational guidelines in a 24/7 support environment.
Key Responsibilities
- Handle inbound and outbound customer interactions through:
- Voice calls
- Chat support
- Email support
- Resolve customer queries within defined SLA timelines.
- Update and maintain customer interaction records in CRM/ticketing systems.
- Follow quality standards, schedules, and security policies.
- Achieve individual and team KPIs.
- Participate in training, calibration sessions, and process improvement activities.
Operational Metrics Knowledge Required
Candidates should understand or have exposure to:
- AHT (Average Handling Time)
- SL (Service Level)
- FCR (First Contact Resolution)
- Quality Scores
- CSAT (Customer Satisfaction)
- Schedule Adherence
- Productivity / Utilization Metrics
Required Experience & Skills
Experience
- 0–3 years of experience in:
- Contact Center
- BPO Operations
- Customer Support
Skills
- Strong verbal and written English communication skills
- C1 English proficiency required for Voice process
- Experience in:
- Inbound voice support
- Outbound voice support
- Chat support
- Email support
- Basic knowledge of:
- CRM tools
- Ticketing systems
- System navigation
- Strong:
- Customer handling skills
- Problem-solving ability
- Multitasking capability
Shift Requirements
- Comfortable working in:
- 24/7 rotational shifts
- Night shifts
- Weekends
- Holidays
- Work From Office mandatory
Key Competencies
- Client Centricity
- Execution Excellence
- Accountability & Ownership
- Compliance & Risk Awareness
Suitable Candidate Background
Best suited for candidates with:
- International BPO experience
- Customer support / customer service background
- Voice + Chat + Email support exposure
- Good English communication
- Experience using CRM/ticketing tools
- Freshers with excellent communication can also be considered
Screening Questions for Candidates
- Total years of Contact Center/BPO experience
- Experience in Voice, Chat, or Email process
- International or Domestic process experience
- Comfortable with 24/7 rotational shifts
- Comfortable with Work From Office
- English communication level
- Experience using CRM/Ticketing tools
- Current salary and expected salary
- Notice period / availability
Important Hiring Focus
The major focus areas for this role are:
- Communication skills
- Customer handling ability
- Multichannel support experience (Voice/Chat/Email)
- Shift flexibility
- SLA/KPI understanding
- Stability in previous roles
