Resolution Representative Retail IKEA

Job Description

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 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 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 in managing customer service interactions to drive sales growth and maintain customer satisfaction, contributing to the overall success and profitability of the IKEA store.

General

• Handle complaints from all channels including social media, store walk‑ins, engagement center, and delivery teams, ensuring they are registered and recorded in MV-CRM, and provide resolution within 24 hours.
• Optimize 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 done as per business requirement, maintaining efficiency, proactivity, 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.
• Proven ability to demonstrate customer focus.
• Proactive approach to tasks and responsibilities.

• High school diploma.
• Minimum 2 years' experience in a similar customer‑service role.
• Excellent communication and interpersonal skills, with a good command of the English language and proficiency in Arabic preferred.
• Proficient user of MS Office applications.

• Role Level: Entry‑Level
• Work Type:
  Full‑Time
• Country:
  United Arab Emirates
• City:
  Al Ain
• Company:
  Al‑Futtaim Retail
• Industry: 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 are one of the largest global partners of Marks & Spencer’s in both regions with over 75 stores offering both fashion & food options. 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..