Shopping Experience Assistant | Retail | IKEA Jebel Ali

Job Requisition ID: 174513

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.

Overview Of The Role:

The Shopping Experience Representative is responsible for overseeing and supporting the Info desk to assist customers in a friendly and professional manner. The role includes ensuring accurate cash transactions, enhancing customer satisfaction by promptly handling their needs and complaints, managing returns and exchanges to deliver generous and efficient service, and safeguarding child safety in the store's play areas. Success in this role is measured by customer satisfaction and smooth operational processes at the Info desk.

What You Will Do:

• Follow the SOP pertaining to cash handling, receiving payment by cash, cheque, credit cards, vouchers, or automatic debits.
• Compute and record transactions ensuring 100% accuracy for all register transactions.
• Count and record the float before trading begins and upon close of trading ensuring accurate cash handling and safe custody of collected cash.
• Greet and welcome customers on arrival at the store and ensure shopping tools and catalogues are available for the customers providing bags/trollies as appropriate to facilitate the shopping journey.
• Ensure that company's customers are well attended to by responding to their needs and working efficiently to minimize queues.
• Ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.
• Handle routine customer complaints promptly and courteously, ensuring that customers are dealt with in a prompt and courteous manner to guarantee maximum customer satisfaction.
• Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.
• Ensure the child’s safety is their main priority while they are in Smaland, providing a safe environment for children within the area.
• Make announcements and pages for customers (parents) if there is any issue with the children in the playroom area or general announcements to customers when needed.
• Ensure all system procedures are adhered to as per policy/procedure.
• Book IKEA services (Home Delivery, Assembly, Measurement) and follow up on out-of-stock articles in self-serve.
• Handle returns and exchange issues based on own judgment, experience, and authority given by the management according to which exceptions can be made to retain a customer.
• Use the information from Returns & Exchange desk to detect and act upon or report to the management about a product fault, safety problem, or transportation problem.
• Brief the Duty Manager on complaints that require management assistance.
• Prepare daily/weekly/monthly reports of transactions at the Returns & Exchange desk to be used for reconciling with the cash till as well as the accounts for the period of the report, and analyzing trends on sales and profitability and performance of the store.
  
  

Required Skills To Be Successful:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Proactive in addressing customer issues and needs.
• Ability to work efficiently and accurately in a high-paced retail environment.
  
  

What Qualifies You For The Role:

• High school education.
• Minimum of 2 years of experience in a similar role.
• Proven ability to address customer inquiries and resolve issues promptly.
• Fluency in English is required, and proficiency in Arabic is preferred.
  
  

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.