Customer Service Associate

About Manam Chocolate:

Manam, meaning ‘We’ or ‘Us’ in Telugu, is a heartfelt nod to our Indian roots, our shared past and our collective aspirations for the future. We are farmers, fermenters, chocolate makers, chocolatiers and storytellers, exploring the endless possibilities of cacao in our pursuit of bringing about a new era of Indian Craft Chocolate.

Manam Chocolate is India’s homegrown craft chocolate brand by Maverick & Farmer, offering a bean-to-bar experience that celebrates Indian cacao and artisanal craftsmanship. At our experiential cafés and retail boutiques, we invite guests to enjoy elevated chocolate-based F&B creations alongside a curated selection of our signature chocolates.

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