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).