Position OverviewWe are looking for a responsive and customer-focused Customer Support Executive to manage day-to-day customer interactions for ILEM Japan across email, social media, and calls. The ideal candidate will be prompt, empathetic, and detail-oriented, ensuring every customer query is resolved efficiently while also supporting cart recovery efforts to help convert open carts into completed orders.Roles & Responsibilities● Manage customer queries received through emails, social media, and calls, ensuring timely and accurate responses● Assist in addressing open cart calls, proactively reaching out to customers to help complete pending purchases● Resolve order, product, shipping, and payment related queries, escalating complex issues to the relevant team when needed● Maintain a friendly, skilled, and on-brand tone across all customer touchpoints● Log and track customer interactions, complaints, and resolutions accurately in the CRM or helpdesk system● Follow up with customers to ensure queries and complaints are resolved to their satisfaction● Coordinate with logistics, operations, and marketing teams to resolve order and delivery related issues● Identify recurring customer issues and share feedback with the team to improve processes and reduce repeat queries● Support in achieving response time, resolution time,



and customer satisfaction targets● Maintain updated knowledge of products, offers, and policies to provide accurate information to customersRequired Skills & Experience● 1-3 years of experience in customer support, customer service, or a similar role, preferably in e-commerce or D2C● Excellent verbal and written communication skills● Strong problem-solving skills with a patient and empathetic approach to customers● Ability to handle multiple queries across channels while maintaining accuracy and a calm demeanor● Comfortable making outbound calls, including for open cart and order follow-ups● Basic proficiency in MS Office/Excel; experience with CRM or helpdesk tools preferred● Ability to work in a fast-paced environment and meet response and resolution targetsPreferred Qualifications● Experience handling social media customer queries (Instagram, Facebook, or similar)● Familiarity with e-commerce platforms and order management systems● Exposure to cart recovery or tele-calling for sales conversionEducational Qualification● Bachelor's degree in any discipline; specialization in Business, Communications, or related field is a plusKey Competencies● Customer Communication● Query Resolution● Empathy & Patience● Multi-Channel Support● Process & Detail Orientation● Ownership & Accountability

📌 Customer Support Executive (Ahmedabad)
🏢 ILEM JAPAN
📍 Ahmedabad