1. Franchisee Support & After-Sales Service

• Respond to all franchisee inquiries related to operations, marketing materials, equipment, raw materials, and company policies.
• Provide SOP guidance and report any non-compliance issues for follow-up.
• Assist franchisees with store operations, ordering, accounting, logistics, and product quality matters.

2. Communication & Coordination

• Serve as the main communication bridge between franchisees and internal departments, including: Operations Department, Business Development, Marketing Department, Warehouse & Logistics, Engineering Department
• Record franchisee needs and issues, and assign them to the responsible departments.
• Follow up on pending cases to ensure franchisees receive timely updates.

3. Issue Handling & Progress Tracking

• Continuously track all reported incidents until full resolution.
• Provide preliminary solutions and escalate to management when necessary.
• Maintain company service standards and ensure franchisee satisfaction.

4. Documentation & Reporting

• Maintain records of communication, follow-ups, and case handling processes.
• Prepare weekly reports on franchisee issues and progress updates, and compile frequently asked questions (FAQs).
• Identify recurring issues and propose process improvement suggestions.

5. Relationship Management

• Maintain a positive and professional relationship with franchisees.
• Provide full operational support throughout the franchise lifecycle.
• Strengthen trust and alignment between the franchise network and headquarters.

Qualifications

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Operations Management, or related fields.
• Proven experience in customer support, operations coordination, or franchise/retail management (experience in F&B or franchising is a plus).
• Strong communication and interpersonal skills; able to handle multiple stakeholders professionally.
• Good problem-solving ability with a proactive and solution-oriented mindset.
• Able to multitask, prioritize, and follow through on tasks with attention to detail.
• Familiar with basic report writing and documentation processes.
• Competent in Microsoft Office (Excel, Word).
• Able to work under pressure and manage urgent or unexpected issues.
• Positive attitude, responsible, and highly customer-oriented.