Shopping Experience Assistant | Retail | IKEA Doha

Job Requisition ID: 175751 

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 ensuring an excellent customer experience at IKEA stores in UAE, Qatar, and Egypt. This includes overseeing the Info desk operations, handling financial transactions with accuracy, managing returns and exchanges efficiently, and ensuring the safety and enjoyment of children within the Smaland play area. The representative acts as a central figure in addressing customer needs and enhancing their shopping journey. Success in this role is characterized by maintaining high customer satisfaction and smooth operational procedures in support of IKEA's service standards.

Customer Service Desk

• Oversee and provide support on the Info desk to assist customers in a friendly and professional manner.
• Ensure company's customers are well attended by responding to their needs and working efficiently to minimize queues.
• Handle routine customer complaints promptly and courteously to guarantee maximum customer satisfaction.
• Prepare daily, weekly, and monthly reports of transactions at the Returns & Exchange desk for reconciling with the cash till and analyzing sales and profitability trends.

Cash Handling

• Follow SOP pertaining to cash handling, receiving payment 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 and safe custody of collected cash.

Returns & Exchange

• Ensure customers perceive the Returns & Exchange policy as generous, with a quick and easy procedure.
• Handle returns and exchange issues using judgment, experience, and authority to retain customers.
• Use the information from Returns & Exchange desk to detect and act upon or report product faults, safety problems, or transportation issues.
• Brief the Duty Manager on complaints requiring management assistance.

Smaland Play Area

• Greet and welcome customers on arrival at Smaland, explaining the admission policy in a friendly and professional manner.
• Ensure child's safety is the main priority, providing a safe environment for children within the area.
• Make announcements and page customers if there is any issue with children in the playroom area or general announcements to customers when needed.

Sales and Services

• Book IKEA services such as Home Delivery, Assembly, and Measurement.
• Follow up on out-of-stock articles in self-serve.
• Ensure shopping tools and catalogues are available for customers, providing bags and trollies as needed to facilitate the shopping journey.
• Adhere to all system procedures as per company policy.

• Proactivity in handling customer and store operations.
• Excellent communication and interpersonal skills.
• Effective problem-solving capabilities.
• Customer-focused attitude with individual accountability.

• High School diploma or equivalent.
• Minimum of 2 years experience in a similar role.
• Excellent communication and interpersonal skills.
• Problem-solving skills and a proactive approach.
• Good command of English; knowledge of Arabic preferred.

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.