Job descriptionPosition 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, professional, 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/Excel; experience with CRM or helpdesk tools preferred ● Ability to work in a fast-paced environment and meet response and resolution targets Preferred 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 conversion Educational Qualification ● Bachelor's degree in any discipline; specialization in Business, Communications, or related field is a plus Key Competencies ● Customer Communication ● Query Resolution ● Empathy & Patience ● Multi-Channel Support ● Process & Detail Orientation ● Ownership & Accountability
