UAE National Resolution Representative | Retail | IKEA

UAE National Resolution Representative | Retail | IKEA | Al Ain

Job Requisition :174719

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 – the Group employs more than 35,000 people across more than 20 countries in the Middle East, Asia and Africa.

Al‑Futtaim partners with over 200 of the world’s most admired and innovative brands and remains committed to entrepreneurship, customer focus and continuous growth and expansion.

The Customer Service Assistant – Resolution supports the resolution and troubleshooting team in facilitating communication between customers and delivery suppliers, ensuring that customer complaints from all channels are resolved immediately and effectively. This role is critical for managing customer service interactions to drive sales growth and maintain customer satisfaction, contributing to the overall success and profitability of the IKEA store.

• Handle complaints from all channels, including social media, store walk‑ins, engagement centre and delivery teams, ensuring they are registered and recorded in MV‑CRM and provided with a resolution within 24 hours.
• Optimise customer relationships to drive sales growth and sustained profitability by understanding the IKEA product range and services, and offering alternative solutions that meet individual customer needs.
• Ensure delivery and assembly job routing is conducted as per business requirement, maintaining efficiency, pro‑activity and productivity in daily tasks.
• Highlight repeated manufacturing defects immediately to maintain quality control and update knowledge of current range and assembly instructions to instill customer confidence.
• Follow safety procedures as per the IKEA manual to prevent physical injuries or damage to company or customer property.
• Assist in troubleshooting communication issues between customers and delivery suppliers, ensuring effective resolution of customer complaints across all channels.

• Excellent communication and interpersonal skills.
• Strong problem‑solving skills.
• Demonstrated customer focus.
• Proactive approach to tasks and responsibilities.

• High school diploma.
• Minimum two years of experience in a similar customer service role.
• Excellent communication and interpersonal skills, with a good command of the English language; proficiency in Arabic preferred.
• Proficient user of MS Office applications.

Al‑Futtaim Retail has established itself as one of the leaders in retail across the Middle East, Africa and Asia over the past 30 years. We partner with some of the biggest and most respected brands worldwide, including IKEA, ACE and Toys R U S 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 across both regions, with over 75 stores offering both fashion and food options.

Most recently, we have brought 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. To make this possible, we recruit the best talent from all backgrounds who will continue to challenge and develop a diverse workforce of over 100 nationalities across 12 countries.

Join us today and make a difference…

GROWING TOGETHER…

We are a values‑driven company with a passion for life  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.