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Senior Franchise Coordinator Customer Services
Industry:
Telecommunication/ISP
Division:
Customer Services
Category:
Client Services & Customer Support
Total Position:
1
Job Type:
Full Time/Permanent
Department:
Customer Services Operations
Job Location:
Lahore
Gender:
Doesn't Matter
Minimum Education:
Bachelors
Degree Title:
Bachelors/BBA or preferrably MBA from a reputable institution
Career Level:
Experienced (Non-Manager)
Minimum Experience:
3 Years(At least 2 to 3 years of work experience in Custmer Services / Retail Sales / Distribution in FMCG/Beverages or Telecom Industry)
Required Travel:
50%
Work Permit:
Pakistan
Apply By:
Jun 11, 2012
Posted On:
Jun 7, 2012
Job Description
Job Purpose:
Provide support in monitoring and facilitating CS related activities for optimizing CS operations through franchise Centers in assigned area by complying established processes & procedures
Job Responsibilties:
- Implement effective & efficient Customer Relationship Management across all franchisee in assigned area.
- Monitor and improve CS activities at Franchise in the assigned area by periodic and random visits.
- To ensure that the franchises are working as per the defined company policies and procedures in the assigned domain
- Ensure all CS related issues of the franchises in the assigned area are addressed properly and also to co-ordinate with different departments to ensure smooth operations at the franchise centers.
- Identifying the areas and suggest where re engineering of processes is required.
- Updates and other important information are shared with franchises in the assigned domain on timely basis.
- Co-ordination with Zonal Manager & CS-RDC department in arranging trainings for Franchises in the assigned area with proper monitoring & feedback
- Conduct follow up on trainings imparted and refresher training sessions along with assistance on as and when required basis.
- All CS related issues are identified and addressed proactively at the Franchises and issues logged are resolved effectively in the assigned area.
- Conduct periodic audit/reviews of the franchises in the assigned area.
- Monitor and analyze daily/weekly Franchise Customer Service Reports in assigned domain to find out area of improvements and current level of KPIs.
- Ensure effective and efficient coordination with related departments towards facilitating Franchises productivity.
KPI’s:
- Improve CS operations at Franchise CentersConduct monthly Franchise reviews
- Ensure that all the issues pertaining to Franchisee are resolved and logged
- Conduct periodic & random visits of the franchises in the assigned territories
- 100% self and franchise staff participation in CS related trainings
- Energetic & proactive
- Result oriented
- Good communication & interpersonal skills
- Team player
- Possess negotiation skills
- Good reporting skills
- Strong MS Office skills
- Reporting skills
