Customer Support Executive

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, 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