Phone Support Executive (US Client) Onsite (Coimbatore, India)

Dover; Coimbatore District; On-site; INR 357,000 - 513,000; Full time

Benefits offered by this job

Night shift allowance

SOP training

Job summary

Dataclap Digital Ventures LLP is seeking a Phone Support Executive to handle calls for a US client from its Coimbatore office. You will follow SOPs and scripts exactly, delivering clear, courteous answers while maintaining data confidentiality and adhering to quality targets.

The role requires excellent English, a willingness to work an 11-hour night shift IST five nights a week, and the ability to operate CRM/call center tools. Training on SOPs is provided.

Qualifications

• Excellent spoken and written English with clear pronunciation.
• Willing to work an 11-hour night shift IST five nights a week.
• Able to follow written SOPs and scripts precisely.
• Graduate in any discipline.

Responsibilities

• Answer inbound calls from US customers and make outbound calls when required.
• Follow the client's SOPs and call scripts exactly, step by step.
• Listen carefully, understand caller needs, and provide clear, accurate answers politely.
• Record call details, outcomes and follow-ups in the client’s system.
• Escalate issues outside the SOP to the defined escalation path.
• 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.

Skills

English fluency

Attention to detail

Communication skills

Computer literacy

Education

Any degree

Tools

CRM software

Ticketing systems

Call center software

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 client's 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 7:00 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 client's US customers and make outbound calls when the SOP requires it.

• Follow the client's SOPs and call scripts exactly, step by step, on every call.

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

• Record call details, outcomes and follow ups accurately in the client's 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 client's SOPs before you go live.

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