UAEN Resolution Representative | Retail | IKEA YAS

Job Requisition

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 A"rab 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 judgement 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.
• Excellent communication skills across diverse customer demographics.
• Problem-solving skills with the ability to handle complaints effectively.
• Ability to work efficiently as part of a team, ensuring smooth store operations.

• High School diploma.
• 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.