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.
• Respond to client inquiries through phone, email, and messaging apps in a professional, timely manner.
• Monitor online reviews (Google, social media) and respond in line with brand tone and guidelines.
• Update and maintain accurate client information in CRM systems.
• Prepare weekly follow-up reports for the Brand Manager/Assistant Brand Manager.

Service Quality & Feedback

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

Compliance & Data Integrity (training provided)

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

Success in This Role Looks Like

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

1.      Qualification:

-        College, Bachelor’s degree or relevant certificate.

2.     Experience:

-        Luxury customer service, telesales, retail, or hospitality experience

3.     Skill / Competence:

-        Strong communication skills in both Vietnamese & English.

-        Clear and confident phone manner.

-        Organized, detail-oriented, and discreet with client data.

-        Comfortable using MS Office and CRM systems (training provided if needed).

-        Customer-first mindset with a proactive attitude.

• Bằng cấp: Bachelor
• Độ tuổi: Không giới hạn
• Hình thức: Nhân viên chính thức