Job Description

Job Location:

Based at HQ - with some calls/audits done remotely, and occasional onsite visits (if required).

Job Purpose:

To ensure transparency and integrity in the spa service delivery process by conducting customer feedback calls and internal audits across all outlets, preventing staff misconduct, misreporting, and revenue leakage.

Key Responsibilities:

1. Customer Experience Verification

-Call customers after their visit to:

-Verify staff service attitude and professionalism.

-Confirm treatment type and satisfaction level.

-Cross-check price/package offered vs what was recorded in the system.

2. Service Package & Price Audit

-Verify if customers were offered proper service packages, not just trial sessions.

-Check for any discrepancies between verbal package offered and package recorded in the system.

-Detect underreported or mispriced treatments by staff.

3. Staff Conduct Monitoring

-Identify signs of internal misconduct, such as:

-Offering unapproved discounts or private arrangements.

-Performing services without proper record or payment.

-Collusion with customers for freebies or side deals.

4. Mystery Customer Management

-May coordinate or act as a mystery customer for spot-checks (optional).

5. Reporting & Investigation

-Prepare weekly audit summary reports for management.

-Highlight suspicious transactions or repeated issues at specific outlets.

-Recommend action steps for retraining or disciplinary review.

6. System & SOP Compliance

-Ensure outlets are following standard SOPs for:

-Customer consultation.

Package offering.

-Price recording and payment.

-Suggest improvements for SOPs where gaps are found.

? Requirements:

-Minimum SPM or Diploma in Business Admin, Customer Service, or equivalent.

-Strong phone communication skills in Malay, English (Chinese is a bonus).

-Honest, detailed, and proactive attitude.

-Able to work independently and handle sensitive matters confidentially.

-Basic understanding of spa/beauty service operations is a plus.

-Experience in customer service or internal audit is an advantage.

Employment Type:

-Full-time (HQ-based with remote calling flexibility).

-Office hours (some weekend shifts may be needed if required).

Salary Range:

RM 2,500- 3,000 (depending on experience + allowance + performance bonus )

If interested, please WhatsApp us at

+60 11-1684 8611 (HR Floles Medispa).

Job Types: Full-time, Permanent

Pay: RM2,500.00 - RM3,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person