Service Quality & Compliance Specialist

• ROLES: · This role supports post-sale integrity, ensures service quality and helps protect the brand’s reputation. · 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.

RESPONSIBILITIES

• 1.
• Client Follow-Up & Verification
• Call or text clients ~1 week post-purchase
• Check product condition and service experience
• Discreetly confirm the buyer’s authenticity
• Respond to client inquiries via phone, email, and messaging platforms; acknowledge and follow up on feedback or concerns. ​Monitor and respond to Google reviews and other online feedback in line with brand tone and guidelines.
• Weekly reports to ABM/BM
• 2.
• 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.

3. Document Cross-Check

• Match key sales records: - Approved vs. actual clients - System names vs. invoice names
• Compile Monthly summary reports
• Check CRM data accuracy and mandatory field completion.
• 4.
• 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
• Sales misconduct is identified early without harming morale
• Service quality improves across boutiques
• The brand office gains visibility to protect standards and reputation

• 1.
• Qualification: ·     College, Bachelor’s degree or relevant certificate.
• 2.
• Experience: ·     Experience in customer service, telesales, or quality control preferred
• 3.
• Skill / Competence: ·     Clear, confident phone communication ·     Comfortable with detailed, high-volume review work ·     Strong attention to detail, discretion, and ethics ·     Proficiency in MS Office ·     Good in communication, reading both English & Vietnamese.