Service Quality & Compliance Specialist (A Luxury Watch Brand)

Job Description

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

Job Requirement

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.