Service Quality & Customer Care Executive

ROLES:
In this role, you will be the key link between our boutiques and the Brand Office, focusing on customer experience, service quality, and brand reputation. You will follow up with clients after their purchase, ensure they feel valued, and help the brand continuously improve its service.
RESPONSIBILITIES:
Customer Follow- Up & CRM

Call or message clients after their purchase to ensure product satisfaction and positive service experience.
Monitor online reviews (Google, social media) and respond in line with brand tone and guidelines.
Prepare weekly follow- up reports for the Brand Manager/Assistant Brand Manager.
Update and maintain accurate client information in CRM systems.
Respond to client inquiries through phone, email, and messaging apps in a professional, timely manner.

Service Quality & Feedback

Collect and summarize client feedback for continuous improvement.
Support boutique teams in resolving client concerns with empathy and professionalism.
Provide insights to management on customer needs and expectations.
Highlight areas where service can be improved and suggest practical solutions.

Compliance & Data Integrity
(training provided)

Document issues and escalate when necessary.
Monitor boutique activities (via reports or footage) to verify adherence to SOPs.
Review sales communication records to ensure professionalism.
Cross- check client records, invoices, and CRM data for accuracy.

Success in This Role Looks Like

Compliance and reporting tasks are performed accurately with training support.
Additional tasks may be required following business needs
The brand office gains clearer visibility to uphold standards and protect reputation.
Clients feel valued, supported, and loyal to the brand.
Feedback and reviews show consistent service improvement.

Qualification:
- College, Bachelor’s degree or relevant certificate.
Experience:
- Luxury customer service, telesales, retail, or hospitality experience
Skill / Competence:
- Strong communication skills in both Vietnamese & English.
- Clear and confident phone manner.
- Comfortable using MS Office and CRM systems (training provided if needed).
- Customer- first mindset with a proactive attitude.
- Organized, detail- oriented, and discreet with client data.

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: 2025-09-09 08:05:02