Phone Support Executive US Client

Dataclap; Coimbatore District; On-site; INR 279,000 - 424,000; Full time

Job summary

Dataclap invites applications for a Phone Support Executive to handle calls for a US client. You will follow SOPs on every call, ensuring excellent English, discipline and accurate responses. The role requires a night shift from IST and state-of-the-art training on SOPs.

The position offers exposure to a US client in a fast-growing AI services company, with opportunities to move from contract to full-time for strong performers. You will work from the Coimbatore office.

Qualifications

• Excellent spoken and written English with clear pronunciation.
• Willing to work an 11-hour night shift, five nights a week (IST).
• Able to follow written procedures precisely without skipping steps.
• Calm, patient and courteous on the phone with callers.
• Basic computer skills: typing, email, web browsers and spreadsheets.
• Graduate in any discipline.
• Experience with CRM or call-center software is a plus.

Responsibilities

• Answer inbound calls from US clients and make outbound calls as required.
• Follow SOPs and call scripts exactly on every call.
• Listen, understand the caller's need, and provide clear, accurate answers.
• Record call details and outcomes in the client system or tracker.
• Escalate issues outside SOP to the appropriate person per process.
• Meet quality, call handling and response time targets.
• Keep customer and client information confidential.
• Share feedback on recurring questions or SOP gaps with the team lead.

Skills

Excellent English

Neutral accent

SOP adherence

Basic computer skills

Strong communication

Education

Graduate in any discipline

Tools

CRM software

Ticketing systems

Job description

Job Description:

Phone Support Executive (US Client)

About the role

Dataclap Digital Ventures LLP is hiring a Phone Support Executive to handle calls for one of our US clients. You will follow the clients Standard Operating Procedures (SOPs) on every call, so excellent spoken English and discipline matter more than prior domain knowledge. The client provides the SOPs and initial training.

Shift timings

The client operates from 7:0 AM to 6:00 PM US Mountain Time, Monday to Friday. In India this is a night shift, and it moves by one hour when US clocks change for daylight saving.

For 2026, US daylight time ends on 1 November, so the India shift becomes 7:30 PM to 6:30 AM from that date. Because the US work week runs Monday to Friday, the India shift starts Monday evening and ends Saturday morning. You will cover the full client window on your own, with breaks as per company policy.

Responsibilities

• Answer inbound calls from the clients US customers and make outbound calls when the SOP requires it.

• Follow the clients SOPs and call scripts exactly, step by step, on every call.

• Listen carefully, understand the callers need, and give clear, accurate answers in a polite and professional manner.

• Record call details, outcomes and follow ups accurately in the clients system or tracker.

• Escalate issues that fall outside the SOP to the right person, as defined in the escalation process.

• Meet quality, call handling and response time targets set by the client.

• Keep all customer and client information confidential.

• Share feedback on recurring questions or gaps in the SOP with the team lead.

Requirements

• Excellent spoken and written English, with clear pronunciation and a neutral accent that US callers understand easily.

• Comfortable working an 11 hour night shift in IST, five nights a week, on a consistent basis.

• Ability to follow written procedures precisely without skipping steps.

• Calm, patient and courteous on the phone, including with difficult callers.

• Basic computer skills: typing, email, web browsers and spreadsheets.

• Able to work from our Coimbatore office through the night and manage your own commute at those hours.

• Graduate in any discipline.

Nice to have

• 1 or more years of experience in a US voice process, international BPO or customer support role.

• Experience with CRM, ticketing or call center software.

• Familiarity with US customers, culture and business etiquette.

What we offer

• Competitive monthly salary with night shift allowance: [salary range to be added].

• A clear path from contract to a full time role for strong performers.

• Training on the clients SOPs before you go live.

• Exposure to a US client and a fast growing AI services company.