Service Quality & Compliance Specialist (A Luxury Watch Brand)

ROLES:
· You will act as a key connection between the boutiques and the Brand Office, responsible for verifying customer information, monitoring sales behavior, responding to client inquiries/reviews and ensuring service quality aligns with brand standards.
· The main objective is to ensure that every client interactation and transaction reflects the brand’s core values of professionalism, excellence, transparency, and integrity.
· This role supports post- sale integrity, ensures service quality and helps protect the brand’s reputation.
RESPONSIBILITIES:
Client Follow- Up & Verification

Discreetly confirm the buyer’s authenticity
Respond to client inquiries via phone, email, and messaging platforms; acknowledge and follow up on feedback or concerns.
Call or text clients ~1 week post- purchase
Check product condition and service experience
​Monitor and respond to Google reviews and other online feedback in line with brand tone and guidelines.
Weekly reports to ABM/BM

Sales Behavior Review

Audit/Review sales messages (Zalo, WhatsApp, iMessage) after purchase.
Flag inappropriate conduct, high- pressure tactics, or duplicate clients
Provide constructive feedback summaries to ABM/BM to support improvement without harming morale.

Document Cross- Check

Match key sales records:

- Approved vs. actual clients
- System names vs. invoice names

Check CRM data accuracy and mandatory field completion.
Compile Monthly summary reports

Camera & In- Store Conduct Monitoring

Review security footage
Ensure SOP compliance and detect any suspicious in- store activity
Document and escalate any issues

Success in This Role Looks Like

Clients feel heard and supported after purchase
The brand office gains visibility to protect standards and reputation
Service quality improves across boutiques
Sales misconduct is identified early without harming morale

Qualification:
· College, Bachelor’s degree or relevant certificate.
Experience:
· Experience in customer service, telesales, or quality control preferred
Skill / Competence:
· Comfortable with detailed, high- volume review work
· Clear, confident phone communication
· Good in communication, reading both English & Vietnamese.
· Proficiency in MS Office
· Strong attention to detail, discretion, and ethics

Laptop, Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Đào tạo, Tăng lương, Công tác phí, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-08-26 07:10:02