Position Overview
We 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 customers

Required 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/Exc

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