Shopping Experience Assistant | Retail | IKEA Jebel Ali

Job Requisition ID: 181472 

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:
The Shopping Experience Representative is responsible for overseeing and supporting the Info desk to assist customers in a friendly and professional manner. The role involves handling returns and exchanges, managing child safety at Smaland, adhering to cash handling procedures, and ensuring all customer interactions lead to enhanced satisfaction. Additionally, the role requires effective communication with management on issues that require higher-level intervention.

What You Will Do:

• Greet and welcome customers on arrival at the store, ensuring shopping tools and catalogues are available.
• Respond to customer needs efficiently to minimize queues and ensure satisfaction.
• Handle routine customer complaints promptly and courteously to guarantee maximum customer satisfaction.
• Ensure the Returns & Exchange desk provides a generous policy perceived as quick and easy by customers.
• Handle returns and exchange issues using judgment, experience, and authority to retain customers.
• Prepare and analyze daily, weekly, and monthly reports of transactions at the Returns & Exchange desk for trend analysis.
• Follow SOPs pertaining to cash handling, receiving payments via various methods, ensuring 100% accuracy in register transactions.
• Count and record the cash float before and after trading to ensure accurate cash handling and safe custody.
• Greet and welcome customers at Smaland, explaining the admission policy professionally.
• Ensure child safety is the main priority while they are in Smaland, providing a safe environment.
• Make announcements and page parents if there is any issue with the children in the playroom area.
• Ensure all system procedures are adhered to as per policy and procedure.
• Book IKEA services such as Home Delivery, Assembly, and Measurement, and follow up on out-of-stock articles.
• Brief the Duty Manager on complaints requiring management assistance.
• Use information from the Returns & Exchange desk to report product faults, safety issues, or transportation problems to management.

Required Skills To Be Successful:

• Excellent communication and interpersonal skills
• Problem-solving skills
• Proactivity and individual accountability
• Customer-focused mindset

What Qualifies You For The Role:

• High School diploma or equivalent.
• 2 years of experience in a similar customer service role.
• Proficiency in English; command of Arabic is preferred.
• Strong communication and interpersonal skills.

About Al-Futtaim Retail

At Al-Futtaim Retail, we are part of a 90-year legacy built on ambition, progress and long-term vision. As one of the region’s leading retail operators, we partner with some of the world’s most trusted brands – including IKEA, ACE, Marks & Spencer and the Inditex Group – bringing global excellence to customers across MENA and Southeast Asia.

We don’t just operate stores; we shape retail experiences. From launching brands like Watsons and Kiabi to our regions for the first time, to investing in digital innovation, AI capabilities, the customer experience and loyalty platforms, we are constantly redefining the future of retail. 

With over 100 nationalities spread across more than 10 countries, our strength lies in our diverse and collaborative community. Here, you’re equipped to turn your ambition into action, building the career you want, while helping us move retail forwards.

Join us and be part of The Heart of Tomorrow.