: Customer Experience Associate

Department: Customer Experience / Sales

Designation: Customer Experience Associate

Reports To: Customer Experience / Sales Manager

Employment Type: Full-Time

Job Summary

We are looking for a friendly, proactive, and customer-focused Customer Experience Associate to join our tea company. The role combines customer service, sales, order management, and customer relationship management.

The ideal candidate will be responsible for creating a positive experience for customers, understanding their tea preferences and requirements, assisting them with product selection, handling enquiries and orders, and contributing to sales growth and customer retention.

Key Responsibilities

Customer Experience & Support

- Respond to customer enquiries through phone, email, WhatsApp, social media, and other communication channels.
- Understand customer requirements and provide accurate information about tea products, prices, availability, and delivery.
- Assist customers in selecting suitable teas based on their preferences, usage, and budget.
- Handle customer complaints, feedback, returns, and service-related issues professionally.
- Ensure timely follow-up and resolution of customer queries.
- Maintain a positive and personalized customer experience throughout the buying journey.

Sales & Business Development

- Promote and sell the company’s tea products to existing and prospective customers.
- Identify sales opportunities through customer interactions and enquiries.
- Follow up with leads, enquiries, quotations, and pending orders.
- Recommend relevant products,



new launches, premium teas, gift packs, and other offerings.
- Support customer retention and repeat sales through regular follow-ups.
- Achieve assigned sales and customer engagement targets.

Order & Coordination

- Process customer orders accurately and coordinate with internal teams for timely fulfillment.
- Maintain proper records of customer enquiries, orders, payments, and follow-ups.
- Coordinate with dispatch, logistics, accounts, and other departments when required.
- Keep customers informed about order status, delivery schedules, and any delays.

Customer Relationship Management

- Build and maintain robust relationships with customers.
- Maintain an updated customer database and record customer preferences and purchase history.
- Conduct follow-ups with existing customers to encourage repeat purchases.
- Collect customer feedback and share insights with the relevant teams.
- Identify opportunities to improve customer satisfaction and loyalty.

Tea Product Knowledge

- Develop a strong understanding of the company's tea portfolio, including varieties, grades, origins, flavours, packaging, and applications.




- Communicate the unique qualities and benefits of the company's teas in a simple and engaging manner.
- Stay updated on new products, promotions, pricing, and company offerings.

Required Skills & Qualifications

- Graduate or equivalent qualification preferred.
- 1–3 years of experience in customer service, sales, retail, FMCG, hospitality, or a related field preferred.
- Excellent verbal and written communication skills.
- Strong customer-handling and relationship-building skills.
- Sales-oriented and target-driven approach.
- Good negotiation and persuasion skills.
- Comfortable communicating through phone, WhatsApp, email, and social media.
- Basic knowledge of MS Office / Google Workspace and CRM software.
- Ability to multitask and manage multiple customer enquiries simultaneously.
- Positive attitude, patience, and a strong sense of responsibility.

Key Performance Indicators (KPIs)

- Customer satisfaction and response time
- Enquiry-to-order conversion
- Sales achievement
- Repeat customer rate
- Customer retention
- Order accuracy
- Follow-up effectiveness
- Complaint resolution time
- Customer feedback and service quality

Ideal Candidate The ideal candidate should be customer-friendly, confident, commercially aware, and passionate about providing excellent service. A genuine interest in tea and willingness to learn about different tea varieties will be an advantage. The role is best suited for someone who can balance excellent customer service with a strong focus on sales and relationship building.

Work Location: In person

📌 Customer Support Associate (Matigara)
🏢 Aman Tea Group
📍 Matigara