Telesales Executive

About FABOFABO is a growing organized laundry and dry-cleaning brand operating through a network of franchise stores across India. Our focus is to provide customers with convenient, reliable and professional garment-care services supported by technology, standardized processes and strong customer service.

Role ObjectiveThe Customer Care Executive will act as the central point of contact between customers, FABO stores and the operations team.

The primary responsibility is to ensure that every customer enquiry, pickup request, complaint and service issue is acknowledged quickly, properly recorded, followed up and closed within the defined timeline.

The role is not limited to answering calls — the executive is expected to take ownership of the customer request until resolution.

Key Responsibilities

1. Customer Call & WhatsApp HandlingAttend incoming customer calls, WhatsApp messages and service enquiries professionally.

• Provide accurate information regarding FABO services, pricing, offers, turnaround time and store availability.
• Understand customer requirements and guide them to the appropriate FABO service/store.
• Maintain professional and courteous communication even while handling difficult customers.
• Ensure missed calls and unattended enquiries are called back within the defined timeline.

2. Pickup & Order CoordinationReceive pickup requests from customers through calls, WhatsApp, website, campaigns and other channels.

• Create/schedule pickup requests in the designated QDC CRM/system.
• Coordinate with the respective FABO franchise store for pickup and delivery.
• Follow up on delayed pickups and deliveries.
• Track customer requests until successful completion.

3. Complaint & Ticket ManagementRegister every customer complaint accurately in the CRM/helpdesk system.

• Understand the issue before forwarding it to the concerned store or department.
• Coordinate with Franchise Partners, Store Managers and Operations teams for resolution.
• Follow up proactively until the complaint is resolved.
• Keep the customer informed about progress instead of waiting for the customer to call repeatedly.
• Escalate unresolved or critical complaints to the Customer Care Supervisor/Operations Manager.
• Obtain customer confirmation/feedback before closing major complaints.

4. CRM & Data ManagementMaintain complete records of customer interactions in the designated CRM.

• Update pickup requests, complaints, follow-ups and resolutions accurately.
• Ensure no customer enquiry or complaint remains unrecorded.
• Maintain daily follow-up lists for open customer issues.
• Identify repeat complaints and escalate recurring operational problems.

5. Customer Retention & FeedbackConduct follow-up calls with existing customers as assigned.

• Collect customer feedback after service completion.
• Contact inactive/lapsed customers for service reactivation campaigns.
• Promote FABO offers, loyalty programs and relevant services.
• Encourage satisfied customers to provide ratings/reviews where appropriate.
• Support customer retention and repeat-order initiatives.

6. Franchise Store CoordinationCoordinate with FABO franchise stores regarding customer enquiries and complaints.

• Ensure stores respond to centrally generated pickup requests.
• Follow up on pending orders, delayed deliveries and unresolved complaints.
• Escalate repeated non-responsiveness or service failures from stores.
• Maintain professional communication with Franchise Partners and Store Managers.

7. Lead & Campaign SupportHandle customer enquiries generated through Meta, Google, WhatsApp and other marketing campaigns.

• Contact leads promptly and understand their service requirements.
• Convert enquiries into pickup/service requests wherever possible.
• Record the outcome of every lead in the CRM.
• Follow up with interested customers who have not yet placed an order.