Franchise Coordinator

2 weeks ago

Mumbai, India Lighthouse Learning Pvt. Ltd. Full time

_**Purpose**_

The role holder will act as an interface between EuroKids / Kangaroo Kids brand and existing/potential franchisees and parents to resolve queries and complaints within timelines.
- **Role and responsibilities**_

**1. Handling Documentation Management by**:

- Creating, Maintaining and tracking MOU’s, Agreements and other correspondence related to Franchisees.
- Reaching out to Pre & Post Sales Managers for Payments and Document Follow Ups.
- Maintaining records of all inward and outward documents
- Managing marketing related activities and ensuring the business team adheres to processes.

**2. Preparing top class MIS Reports by**:

- Maintaining and updating the entire documentation life cycle (MOU’s & Agreements).
- Highlighting non -compliance cases for corrective actions.
- Tracking of marketing expense and informing respective Heads about the same.
- Following up for pending Franchisee payments or vendor payments with respective stakeholders.

**3. Ensure complaint resolution and customer service by**:

- Evaluating client’s problems to determine solutions most suitable/effective in meeting stated problems.
- Coordinating with Internal & External Stake holders for issue resolution.
- Conducting field visits to centers as and when required by business team.
- Following up on open tickets cases and driving it to closure.
- Updating CRM on a daily basis.
- Handle Outbound and Service calls by reaching out to franchises and prospective B2C and B2B clients.

**4. Prepare detailed reports by**:

- Maintaining proper record of all interactions with clients and cases closed on a database.
- Maintaining a database of leads received.
- Maintaining a database of service calls made
- Work on special projects assigned from time to time like conducting a franchise profiling of existing owners.

**Experience and Qualification**
- Graduate with at least 2-3 years of International BPO or MNC (retail / telecom/bank) experience.
- Basic MS Office (Excel & Word) is a must Graduate with 4+ years of Voice Customer role in an International BPO or reputed MNC shared service centre.

**Salary**: ₹300,000.00 - ₹400,000.00 per year

**Benefits**:

- Health insurance
- Leave encashment
- Life insurance
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Greater Mumbai, Mumbai Suburban - 400098, Maharashtra: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (required)

Work Location: One location

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