- Resolve service-related issues in coordination with franchise partners
- Ensure timely follow-ups and proper closure of complaints
- Maintain customer satisfaction while protecting company brand image
Franchise Query Management
- Act as a single point of contact for franchise partners for operational queries
- Resolve franchise issues related to products, services, training, and support :
- Coordinate with internal teams (Operations, Warehouse, Accounts, Training)
- Track franchise complaints and ensure resolution within defined timelines
- Escalate unresolved or critical issues to management
Website Listing & Lead Management
- Manage and update franchise listings on the company website :
- Verify and update franchise details (location, contact, services)
- Handle website-generated leads and assign them to the respective franchise
- Coordinate with franchises to ensure timely response to website inquiries
- Maintain lead and query records in Excel or CRM
Reporting & Documentation
- Maintain daily records of customer and franchise complaints
- Prepare Excel reports for:
- Open vs Closed complaints
- Franchise-wise issue tracking
- Website lead status
- Ensure proper documentation and SOP compliance
Skills & Requirements
- Robust verbal and written communication skills
- Experience in customer care / franchise support / service industry :
- Basic to intermediate Excel knowledge (filters, formulas, reporting)