Customer Care Executive

Customer Care Management

• Handle customer queries and complaints via calls, WhatsApp, email, and website leads
• 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

• Strong verbal and written communication skills
• Experience in customer care / franchise support / service industry
• Basic to intermediate Excel knowledge (filters, formulas, reporting)
• Ability to handle multiple stakeholders (customers, franchise owners, internal teams)
• Problem-solving and conflict management skills
• Understanding of FOFO business model is a plus

Preferred Skills

• Experience in automobile service / car care industry
• Knowledge of CRM or ticketing systems
• Ability to work under pressure and manage timelines