International Voice Support Executive

International Voice Support Executive

Company: DATACLAP Digital Ventures LLP

Location: Saravanampatti, Coimbatore, Tamil Nadu

Work Mode: Work from Office

Employment Type: Contract, with the possibility of full-time conversion based on performance

Number of Openings: 2

Experience: Minimum 1 year in an international voice process

About DATACLAP

DATACLAP Digital Ventures LLP is a Coimbatore-based AI data services company supporting technology companies across North America and Europe. Our services include data annotation, human-in-the-loop review, AI model evaluation and data processing.

We are building a dedicated customer phone support team for one of our long-standing clients in the United States. We are looking for reliable and customer-focused professionals who can communicate confidently with US customers and follow established procedures accurately.

Role Overview

As an International Voice Support Executive, you will handle inbound and outbound customer calls for a US-based client. You will work with clear, written Standard Operating Procedures (SOPs), document customer interactions, track follow-up actions and escalate issues when necessary.

This role is suitable for candidates with international voice-process experience who are comfortable working fixed evening or night shifts and can maintain professional communication with US customers.

Key Responsibilities

• Handle inbound and outbound calls with US customers in a clear, polite and professional manner.
• Understand customer queries and follow the client's SOPs to provide appropriate assistance.
• Communicate information accurately and ensure customers understand the next steps.
• Record call summaries, customer details, outcomes and follow-up requirements in the client's CRM or designated systems.
• Follow call-handling guidelines, scripts, escalation procedures and documentation standards.
• Escalate unusual cases, complaints or requests that fall outside the approved SOPs.
• Maintain call quality, response time, accuracy and productivity standards.
• Track pending customer requests and ensure proper handover to the next shift.
• Protect customer information and follow confidentiality and data-handling policies.
• Identify recurring customer issues and suggest improvements to existing procedures.

Required Skills and Qualifications

• Minimum 1 year of experience in an international voice process, preferably supporting US or UK customers.
• Strong spoken English with clear pronunciation, good sentence formation and professional communication skills.
• Ability to understand different speaking styles and respond appropriately to customer questions.
• Strong listening skills, patience and the ability to handle frustrated or confused customers calmly.
• Ability to understand written instructions and follow SOPs consistently.
• Good documentation skills and attention to detail.
• Typing speed of at least 30 words per minute.
• Basic computer skills and familiarity with web-based applications, CRM systems and online tools.
• Ability to manage customer interactions while maintaining accuracy and professionalism.
• Willingness to work from the Saravanampatti office in Coimbatore on a fixed evening or night shift.
• Any graduate degree or equivalent relevant work experience.

Preferred Qualifications

• Previous experience in US customer service, technical support, appointment scheduling or customer onboarding.
• Familiarity with cloud-based phone systems such as RingCentral, Aircall, Dialpad or Five9.
• Experience using CRM platforms, ticketing systems or customer interaction management tools.
• Understanding of US time zones, customer service expectations and professional phone etiquette.
• Experience meeting call quality, productivity and customer satisfaction targets.

Work Schedule & Shift Timings

This role supports a US-based client operating in the US Mountain Time Zone. Employees will be assigned to one fixed shift.

Evening shift-

• 7:00 AM to 12:00 PM
• 6:30 PM to 11:30 PM
• 7:30 PM to 12:30 AM (5 hours)

Night shift-

• 12:00 PM to 8:00 PM
• 11:30 PM to 7:30 AM
• 12:30 AM to 8:30 AM (8 hours)

Fixed Shift: Each employee will be assigned to either the evening shift or the night shift.

Working Days: Monday to Friday, subject to confirmation.

Daylight Saving Time: India shift timings will move by one hour when US daylight saving time changes.

Shift Commitment: Candidates must be comfortable working their assigned evening or night schedule on a long-term basis.

Work Location: DATACLAP office, Saravanampatti, Coimbatore.

Employment Terms & Benefits

• Initial engagement on a contract basis.
• Possibility of conversion to full-time employment based on performance and business requirements.
• Training on the client's SOPs, call-handling process and systems before going live.
• PF and ESI as applicable under statutory rules.
• Opportunity to take on additional responsibilities and progress towards a team-lead role as the team expands.

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How to Apply

Interested candidates should submit an updated resume and specify their preferred shift: Evening or Night.

Candidates should apply only if they have relevant international voice-process experience and are comfortable working from the Coimbatore office on a fixed evening or night schedule.