Customer Service Associate

About Manam Chocolate

Manam means 'We' or 'Us' in Telugu, reflecting our Indian heritage and collective vision. We are a team of farmers, fermenters, chocolate makers, chocolatiers, and storytellers dedicated to pioneering the Indian Craft Chocolate movement by celebrating Indian cacao with artisanal craftsmanship. Our experiential cafes and retail boutiques offer an immersive bean-to-bar chocolate experience with elevated chocolate-based food and beverage creations alongside our signature chocolates.

Role Overview

We seek a dedicated and customer-focused Customer Service Associate to represent our brand with warmth and professionalism. This role entails delivering exceptional, personalized service, fostering enduring customer relationships, and supporting the brand's premium market presence.

Key Responsibilities

• Warmly welcome and assist customers via online channels, phone, or in-store interactions.
• Provide clear and thorough product knowledge explanations.
• Address customer inquiries, feedback, and complaints professionally, achieving resolution within set service level agreements.
• Handle order processing, invoicing, and tracking for both online and in-store purchases.
• Coordinate with Logistics, Production, and Sales teams to promptly resolve any customer concerns.
• Maintain detailed records of all customer communications, transactions, and feedback.
• Communicate customer insights and feedback to marketing and product development teams.
• Support sales goals through upselling, cross-selling, and promoting loyalty programs.
• Consistently embody the brand’s voice and values, ensuring a premium customer experience.

Required Skills and Experience

• 2 to 6 years of customer service or sales experience in the retail sector, preferably within FMCG, premium or luxury brands, quick service restaurants, or food and beverage industries.
• Exceptional interpersonal and communication skills with fluency in English.
• High emotional intelligence paired with strong customer empathy.
• Effective problem-solving and conflict resolution abilities.
• Proficient with POS systems, basic billing, and inventory management processes.
• Experience using CRM platforms, order management systems, and Microsoft Office applications.
• Capability to thrive in a fast-moving and dynamic work environment.
• Flexibility to work during weekends and holidays as required.

Perks and Benefits

• Attractive salary complemented by performance-linked incentives.
• Exclusive employee discounts on Manam products.
• Meals provided during two meal periods.
• Uniform provided for the role.
• Opportunities for career growth within India’s budding premium chocolate industry.
• Hands-on exposure to bean-to-bar chocolate craftsmanship and innovation.