Job Description Position Overview
n 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.
n Roles & Responsibilities
n ● Manage customer queries received through emails, social media, and calls, ensuring timely and accurate responses
n ● Assist in addressing open cart calls, proactively reaching out to customers to help complete pending purchases
n ● Resolve order, product, shipping, and payment related queries, escalating complex issues to the relevant team when needed
n ● Maintain a friendly, professional, and on-brand tone across all customer touchpoints
n ● Log and track customer interactions, complaints, and resolutions accurately in the CRM or helpdesk system
n ● Follow up with customers to ensure queries and complaints are resolved to their satisfaction
n ● Coordinate with logistics, operations, and marketing teams to resolve order and delivery related issues
n ● Identify recurring customer issues and share feedback with the team to improve processes and reduce repeat queries
n ● Support in achieving response time, resolution time, and customer satisfaction targets




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

📌 Customer Support Executive (Sabarmati River)
🏢 ILEM JAPAN
📍 Sabarmati River