UAEN Resolution Representative | Retail | IKEA YAS

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 organisation 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.

As a Shopping Experience Representative, your primary purpose is to oversee the Info desk and assist customers in a friendly and professional manner. You will play a crucial role in enhancing customer satisfaction by efficiently handling transactions, resolving complaints, and ensuring the smooth operation of the Returns & Exchange desk. You are expected to maintain high standards of customer service while supporting policies and procedures that promote safety, efficiency, and satisfaction within the store environment.

• Greet and welcome customers on arrival at the store, ensuring shopping tools and catalogues are available.
• Provide bags or trollies as appropriate to facilitate the shopping journey.
• Respond to customer needs efficiently to minimize queues.
• Handle routine customer complaints promptly and courteously.
• Greet and welcome customers on arrival at Smaland and explain the Smaland admission policy in a friendly manner.
• Make announcements and pages to customers if there is any issue with the children in the playroom area.
• Follow SOP pertaining to cash handling, receiving payment by cash, cheque, credit cards, or vouchers.
• Compute and record transactions ensuring 100% accuracy for all register transactions.
• Count and record the float before trading and upon close of trading to ensure accurate cash handling.
• Prepare daily, weekly, and monthly reports of transactions at the returns & exchange desk for reconciliation.
• Ensure customers who come to the Returns & Exchange desk perceive the policy as generous and quick.
• Handle returns and exchange issues based on own judgment and management's guidelines.
• Use information from Returns & Exchange desk to detect and act upon product faults or safety issues.
• Brief the Duty Manager on complaints requiring management assistance.
• Ensure the safety of children in Smaland is the main priority, providing a safe environment.
• Adhere to all system procedures as per policy.
• Prepare reports for analyzing trends on sales, profitability, and performance of the store.
• Book IKEA services such as Home Delivery, Assembly, Measurement.
• Follow up on out-of-stock articles in self-serve.

• Proactivity in addressing customer needs and issues.
• Problem‑solving skills with the ability to handle complaints effectively.
• Ability to work efficiently as part of a team, ensuring smooth store operations.

• Minimum of 2 years experience in a similar customer service role.
• Proactivity and problem‑solving skills.
• Must have excellent communication and interpersonal skills.
• Good command of English and preferably Arabic.
• Strong focus on customer satisfaction and teamwork abilities.