In-Store Customer Experience & CRM Specialist

Malabar Group; Seattle (WA); On-site; USD 45,000 - 65,000; Full time

Job summary

Malabar Group in Seattle is seeking a customer service professional to greet shoppers, understand their requirements, and coordinate staff to assist them. The role focuses on delivering accurate product information and exceptional service in-store.

You will manage inquiries across channels, maintain CRM records, generate reports for regional teams, and support marketing efforts for events. The goal is to maximize customer satisfaction and loyalty by ensuring a smooth shopping experience.

Qualifications

• Welcome the customer and engage with them to understand their requirement.
• Assigning sale staff to assist customers.
• Staying up to date on company products and policies to provide accurate information to customers.
• Handling in-store customer inquiries promptly and resolving issues in a timely manner.
• Communicating with customers through various channels such as phone call, email, WhatsApp broadcast in case of any occasions, such as weddings, birthdays or marketing campaigns and making all the arrangements to hand over special gifts to the customers.
• Keeping accurate records of customer tele calling activities and all interactions with customers, while ensuring to respect and maintain data confidentiality.
• Updating the CFF data collected by the sales staff in the system and preparing a CRM report to submit to the regional CRM team.
• Responding to Email enquiries to customers and escalating to Store Manager and Regional CRM in case of escalation.
• To ensure 100% customer data collection and escalating to the store manager if necessary.
• Conducting customer satisfaction surveys and gathering feedback especially, who leave without making a purchase and updating the same in the Lost Customer Data (LCD) tracker.
• Maintaining the Lost customers Data Report by updating the reasons for their loss.
• Daily check and update the Google review comments of their store and reporting the performance of every staff member as per the reviews posted.
• Preparing monthly Google review, Staff Performance, CRM data collection, LCD report, direct marketing, and complaint reports to Regional CRM.?
• Support sales team in sales activities during peak hours and if salesperson is occupied with other customers.
• Adhering to the company grooming policy and being well-groomed as per the guidelines.
• Provide support to the marketing team for potential customer visits and exhibitions
• Overall, enhancing the customer shopping experience inside the store.

Responsibilities

• Welcome customers and understand their requirements.
• Assign staff to assist customers.
• Maintain up-to-date knowledge of products and policies.
• Handle in-store inquiries and resolve issues promptly.
• Coordinate communications via phone, email, and WhatsApp for occasions.
• Maintain CRM data and prepare regional reports.
• Assist marketing with customer visits and exhibitions.
• Enhance the overall customer shopping experience.

Job description

Malabar Group in Seattle is seeking a customer service professional to greet shoppers, understand their requirements, and coordinate staff to assist them. The role focuses on delivering accurate product information and exceptional service in-store.

You will manage inquiries across channels, maintain CRM records, generate reports for regional teams, and support marketing efforts for events. The goal is to maximize customer satisfaction and loyalty by ensuring a smooth shopping experience.