Job Description

We are looking for a Customer Liaison Officer that would be responsible for handling customer complaints and inquiries, supporting franchising administration, and managing front desk reception duties. This role ensures excellent customer service, franchisee support, and smooth day-to-day administrative operations for the franchise. Key Responsibilities: 1. Customer Complaints & Support Act as the primary contact for customer complaints and feedback across various channels (phone, email, social media, in-person). Investigate complaints, liaise with relevant departments, and ensure timely resolution. Maintain a complaints log and generate reports on recurring issues. Escalate unresolved complaints to management and suggest improvement strategies. Ensure all interactions align with company policies and service standards. 2. Franchising Administration Support franchise applications, processing required documents, and assisting new franchisees. Maintain accurate franchisee records and update relevant databases. Assist in preparing contracts, agreements, and franchise documentation. Communicate with franchisees regarding operational updates, training schedules, and policy changes. Coordinate franchise meetings, training sessions, and documentation. 3. Reception & Front Desk Duties Greet and assist visitors, customers, and franchisees at the front desk. Answer and direct phone calls and emails professionally. Manage incoming and outgoing mail, courier services, and office supplies. Schedule appointments and maintain office calendars. Ensure the reception area is clean and welcoming.
Key Skills & Competencies: Customer Service Excellence Strong ability to handle complaints, resolve conflicts, and ensure customer satisfaction. Communication Skills Excellent verbal and written communication skills for interacting with customers, franchisees, and internal teams. Problem-Solving Ability Ability to analyze issues and provide effective solutions. Attention to Detail Accurate record-keeping and document handling. Organizational Skills Ability to multitask and manage administrative responsibilities efficiently. Professionalism Courteous, friendly, and well-presented for reception duties. Team Player Ability to collaborate with different departments and stakeholders. Qualifications & Experience: Education: Diploma or degree in Business Administration, Customer Service, or a related field (preferred). Experience: 2+ years in customer service, complaints handling, or administrative roles (preferably in the food service or franchising industry). Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM/customer support systems. Industry Knowledge: Basic understanding of franchising operations is an advantage.

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