Customer Service Assistant - Exchange & Refund | Retail | IKEA Mall of Arabia

Job Requisition ID: 160260 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

As a customer service assistant, your primary responsibilities include maintaining clean and orderly checkout areas while delivering exceptional customer service. You'll also be expected to adhere to Standard Operating Procedures (SOPs), which may involve tasks such as counting and recording the cash float before and after trading to minimize losses

What you will do

Cash Handling and Transactions:

• Receive payments via cash, check, credit cards, vouchers, or automatic debits in accordance with Standard Operating Procedures (SOPs) related to cash handling.
• Compute and record transactions accurately, ensuring 100% accuracy for all register transactions.
• Perform cash counts and record float before trading begins and upon close of trading.
• Handle cash and maintain safe custody of collected cash, while conducting regular audits on procedures and processes.

Customer Service:

• Ensure customers are promptly attended to and their needs are met satisfactorily.
• Work efficiently and effectively to minimize queues and waiting times.
• Maintain clean and orderly checkout areas to enhance customer experience.
• Monitor and maintain adequate stock levels of printed stationery as per requirements.

Reporting and Review:

• Review and adhere to SOPs regularly to ensure compliance and efficiency.
• Generate productivity reports to track performance and identify areas for improvement.
• Monitor and report on customer satisfaction metrics such as ICSS (Internal Customer Satisfaction Score) and Local CSI (Customer Satisfaction Index).
• Analyze waiting times and take necessary measures to optimize service efficiency.

Required Skills to be successful

• Minimum of 6 months of face-to-face customer service experience is a must.
• Good customer service skills with a focus on satisfaction.
• Attention to detail and accuracy in performing cash counts and transactions.
• Ability to work efficiently under pressure to minimize queues and waiting times.
• Strong organizational skills to maintain orderly checkout areas.

What equips you for the role

• Bachelor degree on Commerce/ Accounting
• V. Good communication skill

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…

About Al-Futtaim IKEA

GROWING TOGETHER...

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.