Franchise Concierge

Description

Job Summary: The professional will provide personalized service to franchisees, serve as the single point of contact for operational and administrative requests, manage meeting schedules, monitor satisfaction levels, and generate reports. Key Highlights: 1. Agile service and excellence with franchisees 2. Single point of contact for operational and administrative requests 3. Focus on continuous improvement and cross-departmental mediation **Job Description** The Hi Group, headquartered in Cabedelo (Greater João Pessoa), Paraíba, operates nationwide across Brazil in areas including franchising, technology, machinery and equipment, hygiene and cleaning products, commerce, and services. It boasts a diverse team of exceptional collaborators who make the workplace special — where everyone is treated equally, regardless of gender, race, age, origin, or sexual orientation — and is challenged daily to develop their potential through a career growth process based on results and meritocracy. We believe in promoting our values through our brands, people, and products — advancing inclusion, the "do it yourself" and "eco\-friendly" cultures via green and shared economy — generating wealth alongside care for nature, not only through our services but also through the engagement of our collaborators, franchisees, and customers. **Main Responsibilities:** **Who We Are:** The Hi Group, headquartered in Cabedelo (Greater João Pessoa), Paraíba, operates nationwide across Brazil in areas including franchising, technology, machinery and equipment, hygiene and cleaning products, commerce, and services. It boasts a diverse team of exceptional collaborators who make the workplace special — where everyone is treated equally, regardless of gender, race, age, origin, or sexual orientation — and is challenged daily to develop their potential through a career growth process based on results and meritocracy. We believe in promoting our values through our brands, people, and products — advancing inclusion, the "do it yourself" and "eco\-friendly" cultures via green and shared economy — generating wealth alongside care for nature, not only through our services but also through the engagement of our collaborators, franchisees, and customers. **Key Activities:** * Provide agile, excellent, and personalized service to franchisees. * Serve as the single point of contact for operational and administrative requests, directing solutions to units. * Manage mentors’ meeting schedules. * Conduct follow\-ups on tickets from your region and monitor store-level improvement actions. * Facilitate communication between franchisees and franchisor departments. * Anticipate unit needs by acting proactively. * Ensure consistent service experience across all touchpoints. * Monitor franchisee satisfaction and align expectations. * Record interactions in the system and generate reports. **Education:** Completed High School. **Desirable:** • Completed or ongoing undergraduate degree in Administration, Commercial Management, Business Process Management, Communications, Marketing, or related fields. • Complementary courses in customer service, negotiation, communication, and conflict management. • Familiarity with CRM tools, ticketing systems (Help Desk), and Office/Google Workspace suites. **Technical Competencies:** * Experience in consultative service and client relationship management (preferably B2B). * Knowledge of CRM tools and ticket management systems. * Strong organizational skills and ability to manage schedules. * Proficiency in tracking service indicators (SLA, NPS, wait time, etc.). * Ability to prepare managerial reports and systematically record interactions. * Basic knowledge of franchise operations and process standardization is considered a plus. * Ability to manage multiple concurrent requests with efficient prioritization (GUT matrix). * Understanding of continuous improvement principles and action plan monitoring. * Familiarity with administrative and operational routines. * Mediation capability between internal departments and clients to ensure process fluidity. **Behavioral Competencies:** • Clear, empathetic, and assertive communication (essential for interacting with franchisees). • Proactivity and anticipation of issues (not merely reactive responses). • Owner mindset and accountability for the franchisee experience. • Organizational discipline for managing multiple requests. • Emotional intelligence to handle pressure and conflict situations. • Active listening and ability to interpret underlying needs. • Collaborative profile to act as a bridge between departments. • Solution-oriented mindset rather than problem-focused. • Adaptability to change and operational dynamism. **Work Schedule:** Monday to Friday, 08:30 to 17:30 **Benefits Offered:** * Meal card * Transportation allowance or mobility assistance * Laundry credit at 60 Minutos * Life insurance * Medical assistance – telemedicine * Weelhub (Gympass) * Well\-being support: psychologist and nutritionist **Compensation:** To be discussed Salary commensurate with the regional market Employment Type: Full-time, Permanent CLT Employment Type: Full-time, Permanent CLT Selection Question(s): * Are you available to work onsite in Intermares (Cabedelo \- PB)? Education Level: * Completed undergraduate degree (Mandatory) Experience: * Business management (Mandatory) * Customer relationship management (Mandatory) Work Location: Onsite