Shopping Experience Assistant

Job description / Role

Company Overview

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 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 primarily responsible for overseeing the info desk operations, providing efficient support and high-quality customer service at IKEA stores located in UAE, Qatar, and Egypt. The role ensures the smooth processing of customer transactions, the handling of returns and exchanges, and the efficient management of customer queries and complaints. The representative plays a key role in enhancing the shopping experience and ensuring customer satisfaction while also managing reports and data to aid in the improvement of store operations.

What You Will Do

Cashiering and Transaction Management
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.

Customer Engagement
Greet and welcome customers on arrival at the store and ensure shopping tools and catalogues are available for the customers.
Provide bags and trollies as appropriate to facilitate the shopping journey, ensuring shopping ease.
Ensure that company's customers are well attended to by responding to their needs and working efficiently to minimize queues.
Handle routine customer complaints promptly and courteously, ensuring maximum customer satisfaction.
Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.

Returns and Exchange Management
Ensure that the customers who come to the Returns and Exchange desk perceive the policy as generous and the procedure quick and easy.
Handle returns and exchange issues based on own judgment, experience, and authority given by management.
Prepare daily, weekly, and monthly reports of transactions at the Returns and Exchange desk for reconciling with the cash till and accounts.
Use information from Returns and Exchange desk to detect and act upon or report to management about product faults, safety problems, or transportation issues.

Safety and Announcements
Ensure the child's safety is the main priority while at Smaland, providing a safe environment for children.
Make announcements and page the customers (parents) if there is any issue with the children in the playroom area or general announcements to customers when needed.

Service Coordination and Reporting
Book IKEA services (Home Delivery, Assembly, Measurement) and follow up on out-of-stock articles in self-serve.
Brief the Duty Manager on complaints that require management assistance.

System and Policy Adherence
Ensure all system procedures are adhered to as per policy and procedure.

Required Skills to Be Successful

• Excellent communication and interpersonal skills.
• Proactivity and problem-solving skills.
• Good command of the English language; Arabic preferred.
• Ability to work collaboratively in a team-focused environment.

What Qualifies You for the Role

• High school diploma or equivalent is required.
• Minimum of 2 years experience in a similar role within customer service or retail.
• Proficiency in English and Arabic is preferred, with excellent communication and interpersonal skills.
• Problem-solving skills and proactivity alongside individual accountability and teamwork capabilities.

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.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.