Job Purpose:

To monitor and ensure best customer service experience as per the SOP of company at the franchises in the assigned territory

Job Responsibilties:

• Monitor and improve CS activities at Franchise in the assigned territory
• Periodic and randomvisits at franchises in the assigned territory. Ensuring that maximum time is spent in assigned franchises with timely escalation of issues and visit reports
• To ensure that the franchises are working as per the defined company policies and procedures in the assigned territory
• 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.
• Ensure that all information (updates, promos, processes, system updates and projects)are shared and implemented with franchises in the assigned domain on timely basis.
• Co-ordination with Zonal Manager in arranging trainings for Franchises in the assigned territory
• Conduct follow up on trainings imparted and refresher training sessions along with assistance on as and when required basis.
• Conduct periodic audit/reviews of the franchises in the assigned area.

KPI’s:

• Monitor Franchise CS operation by regular review of systems generated reports to monitor progress (there should be a declining trend with regards to issues
• Conduct periodic and random visits in the assigned Franchises.
• 100% self and franchise staff participation in related CS trainings conducted
• Customer satisfaction to be monitored through system reports and monitoring the progress accordingly

Ability to take the initiatives
Proactive and dedicated towards work
Strong interpersonal skills
Customer oriented approach
Good negotiator decision maker / problem solver