Customer Service Associate

Role Summary:

We are looking for a passionate and customer-centric Customer Service Associate (CSA) to join our team. As a CSA, you will be the face of the brand, responsible for delivering a personalized and memorable service experience to every customer. You will play a critical role in building lasting relationships and upholding our premium positioning in the market.

Key Responsibilities:

v Greet and assist customers in a warm, friendly, and engaging manner- online, over the phone, or in-store.

v Understand and communicate product knowledge clearly and effectively.

v Handle customer queries, feedback, and complaints professionally, ensuring resolution within defined SLAs.

v Manage order processing, invoicing, and tracking (for online and in-store purchases).

v Collaborate with internal teams (Logistics, Production, Sales) to resolve issues and ensure customer satisfaction.

v Maintain accurate records of customer interactions, transactions, and feedback.

v Provide insights and feedback from customers to the marketing and product teams.

v Support sales initiatives through upselling, cross-selling, and loyalty program promotions.

v Uphold brand tone and values in every interaction, ensuring a premium and consistent experience.

Required Skills & Qualifications

F Experience: 2–6 years in customer service or sales within the Retail Industry (FMCG, Premium/ Luxury, QSR, or F&B sectors preferred).

F Excellent interpersonal & communication skills (English).

F High emotional intelligence and customer empathy.

F Good problem-solving and conflict-resolution skills.

F Familiarity with POS systems, basic billing, and inventory management.

F Experience with CRM tools, order management systems, and MS Office.

F Ability to work in a fast-paced, dynamic environment.

F Willingness to work flexible hours including weekends and holidays, if required.

Perks & Benefits:

·       Competitive salary + performance-based incentives

·       Employee discounts on Manam products.

·       Meals of 2 meal periods.

·       Uniform

·       Growth opportunities in India’s emerging premium chocolate industry

·       Exposure to bean-to-bar chocolate education & innovation