Customer Care Executive

Job Summary

The Customer Experience Executive – Contact Centre will be responsible for handling all incoming calls received on Clenzit's central customer care number and ensuring every enquiry is attended to professionally and promptly.

The role involves managing two categories of enquiries:

1. Retail Customer Enquiries – Customers seeking laundry, dry cleaning, shoe cleaning, carpet cleaning, curtain cleaning, and other Clenzit services.
2. Franchise Enquiries – Individuals interested in owning a Clenzit franchise.

In addition to handling calls, the selected candidate will play an important role in developing standard operating procedures (SOPs), call scripts, CRM workflows, FAQs, reporting formats, and quality standards for Clenzit's growing Contact Centre.

Key Responsibilities

A. Retail Customer SupportHandle enquiries received through:

• Store Signboards
• Pamphlets
• No Parking Boards
• Hoardings
• Website
• Google Business Profile
• Social Media
• WhatsApp
• Referrals

Provide information regarding:

• Laundry Services
• Dry Cleaning
• Shoe Cleaning
• Carpet Cleaning
• Curtain Cleaning
• Sofa Cleaning
• Pickup & Delivery
• Pricing (as per company guidelines)
• Store Locations
• Business Hours
• Order Status (where applicable)

Forward enquiries to the appropriate Clenzit store whenever required.

B. Franchise Enquiry ManagementHandle incoming franchise enquiries by:

• Understanding the prospect's interest.
• Collecting basic details.
• Recording investment range and preferred city.
• Answering preliminary franchise questions.
• Explaining the next steps.
• Scheduling appointments with the Franchise Development Team.
• Updating CRM accurately.
• C. Call HandlingAnswer incoming calls professionally.
• Ensure minimal waiting time.
• Transfer calls to the appropriate department whenever required.
• Respond politely and confidently.
• Maintain proper call etiquette.
• Ensure every call ends with a clear next step.
• D. CRM ManagementCreate customer records.
• Update enquiry status.
• Record follow-up notes.
• Schedule callbacks.
• Maintain complete data accuracy.
• E. Customer Complaint ManagementReceive customer complaints.
• Categorize complaints.
• Escalate to the concerned store or department.
• Track complaint resolution.
• Follow up until closure.
• Ensure customer satisfaction.

F. Process DevelopmentAssist management in developing:

• Call Scripts
• Customer Greeting Standards
• Call Flow Process
• Call Escalation Matrix
• Frequently Asked Questions (FAQs)
• SOPs
• CRM Workflows
• Call Quality Standards
• Knowledge Base
• Customer Communication Templates

This role is expected to contribute to building Clenzit's long-term Contact Centre framework.

G. CoordinationCoordinate with:

• Franchise Development Team
• Store Launch Team
• Franchise Success Team
• Marketing Team
• Finance Team
• Individual Franchise Stores

to ensure every enquiry is resolved efficiently.

H. ReportingPrepare and maintain:

• Daily Call Report
• Missed Call Report
• Enquiry Report
• Complaint Register
• Franchise Enquiry Report
• Customer Feedback Report
• Response Time Report
• Weekly MIS
• Monthly Performance Dashboard