UAE National Shopping Experience Assistant | Retail | IKEA | Al Ain

Job Requisition ID: 174721 

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

• The Shopping Experience Representative is responsible for overseeing the Info desk and ensuring customers receive friendly and professional support. This role demands attention to detail in cash handling and transactional accuracy, as well as a commitment to customer satisfaction through effective handling of inquiries and complaints. The representative plays a key part in maintaining a safe environment for children at Smaland, facilitating various store services, and contributing to the efficient operation of the Returns & Exchange desk.

Customer Interaction

• Greet and welcome customers on arrival at the store, ensuring shopping tools and catalogues are available.
• Assist customers promptly at the Returns & Exchange desk, ensuring the policy is perceived as generous and procedures are quick and easy.
• Handle routine customer complaints promptly and courteously to guarantee maximum customer satisfaction.

Cash Handling

• Follow SOP for cash handling, receiving payments by cash, cheque, credit cards, vouchers, or automatic debits.
• Compute and record transactions ensuring 100% accuracy for all register transactions.
• Count and record the float before trading begins and upon close of trading, ensuring accurate cash handling.

Smaland Supervision

• Ensure the Smaland admission policy is explained in a friendly and professional manner.
• Prioritize children's safety while they are in Smaland, providing a safe environment within the area.
• Make necessary announcements to parents if there is an issue with their children in the playroom area.

Administrative Duties

• Ensure all system procedures are adhered to as per policy/procedure.
• Book IKEA services such as Home Delivery, Assembly, and Measurement.
• Prepare daily/weekly/monthly transaction reports at the Returns & Exchange desk for cash till reconciliation and store performance analysis.

Returns and Exchange Management

• Handle returns and exchanges based on judgment and authority, making exceptions to retain customers when necessary.
• Report product faults, safety problems, or transportation issues based on information from the Returns & Exchange desk.
• Brief the Duty Manager on complaints that require management assistance.

• Excellent communication and interpersonal skills.
• Proactive customer service mindset.
• Problem-solving capabilities.
• Fluency in English, with Arabic as a preferred skill.

• High School diploma.
• Minimum of 2 years experience in a similar customer service role.
• Fluency in English; proficiency in Arabic is preferred.
• Strong interpersonal and communication skills.

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.