Customer Service Assistant - Resolution - Al-Futtaim IKEA UAE

Position Overview

The Customer Service Assistant - Resolution role at Al-Futtaim IKEA in Al Ain focuses on resolving customer complaints efficiently across all service channels while supporting delivery and assembly coordination. This position plays a vital role in maintaining customer satisfaction, protecting brand reputation, and supporting sales growth by ensuring fast, accurate, and customer-focused resolutions.

Country: UAE
City:
Al Ain
Industry: Retail
Function:
Retail Customer Service
Salary:  AED per month (market estimated)
Gender: Any
Candidate Nationality:
Any
Job Type: Full-time

• Handle customer complaints from all channels including store walk-ins, social media, engagement centers, and delivery teams, ensuring all cases are logged accurately in CRM systems and resolved within agreed timelines.
• Coordinate communication between customers and delivery or assembly suppliers to ensure smooth issue resolution and service continuity.
• Support delivery and assembly job routing in line with business priorities to maintain productivity and service efficiency.
• Identify recurring product or manufacturing defects and escalate promptly to support quality control and corrective actions.
• Maintain up-to-date knowledge of IKEA product ranges, services, and assembly instructions to provide confident and accurate guidance to customers.
• Offer alternative solutions that meet customer needs while supporting sales growth and long-term customer relationships.
• Follow IKEA safety procedures and guidelines to prevent injuries or property damage during service interactions.
• Ensure professional, empathetic, and solution-oriented communication in all customer interactions.

• High school diploma or equivalent.
• Minimum 2 years of experience in a customer service or complaint resolution role, preferably in retail or home furnishing environments.
• Strong customer focus with the ability to resolve issues calmly and effectively.
• Comfortable working with CRM systems and coordinating across multiple service teams.

• Customer complaint handling and resolution
• Problem-solving and analytical thinking
• Retail service standards awareness
• CRM and MS Office proficiency
• Clear verbal and written communication

Be part of a globally recognized retail brand known for customer-centric values. Work in a structured environment that supports learning, development, and teamwork. Gain exposure to multi-channel customer service operations and international retail best practices. Contribute directly to improving customer trust, loyalty, and store performance.

Al-Futtaim Retail is a leading retail organization operating across the Middle East, Africa, and Asia, managing world-class brands including IKEA, ACE, Toys R Us, and Marks and Spencer. Al-Futtaim IKEA operates with a strong values-driven culture, aiming to create a better everyday life for the many people through inspiring retail experiences, reliable service, and continuous improvement across its UAE stores.