Walk-in || Customer Service Associate

Role & responsibilities

• Greet and assist customers in a warm, friendly, and engaging manner- online, over the phone, or in-store.
• Understand and communicate product knowledge clearly and effectively.
• Handle customer queries, feedback, and complaints professionally, ensuring resolution within defined SLAs.
• Manage order processing, invoicing, and tracking (for online and in-store purchases).
• Collaborate with internal teams (Logistics, Production, Sales) to resolve issues and ensure customer satisfaction.
• Maintain accurate records of customer interactions, transactions, and feedback.
• Provide insights and feedback from customers to the marketing and product teams.
• Support sales initiatives through upselling, cross-selling, and loyalty program promotions.
• Uphold brand tone and values in every interaction, ensuring a premium and consistent experience

Preferred candidate profile

• Experience: 1-6 years in customer service or sales within the Retail Industry (FMCG, Premium/ Luxury, QSR, or F&B sectors preferred).
• Excellent interpersonal & communication skills (English).
• High emotional intelligence and customer empathy.
• Good problem-solving and conflict-resolution skills.
• Familiarity with POS systems, basic billing, and inventory management.
• Experience with CRM tools, order management systems, and MS Office.
• Ability to work in a fast-paced, dynamic environment.
• 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 Indias emerging premium chocolate industry
• Exposure to bean-to-bar chocolate education & innovation