Customer Service Assistant - Resolution - Al-Futtaim IKEA - Al Ain, UAE

AlFuttaim; Al Ain; On-site; AED 44,640 - 55,800; Full time

Job summary

AlFuttaim in Al Ain is hiring a Customer Service Assistant - Resolution. This role focuses on efficiently resolving customer complaints across service channels while supporting delivery coordination. The ideal candidate will have at least 2 years of customer service experience and a high school diploma.

The position offers a salary of 4000-5000 AED per month and emphasizes strong customer focus, problem-solving skills, and effective communication.

Join a globally recognized retail brand that values customer-centric service and teamwork.

Qualifications

• 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.

Responsibilities

• Handle customer complaints from all channels, ensuring cases are logged accurately in CRM systems.
• Coordinate communication between customers and delivery or assembly suppliers.
• Identify recurring product defects and escalate for quality control.

Skills

Customer complaint handling and resolution

Problem-solving and analytical thinking

Retail service standards awareness

CRM and MS Office proficiency

Clear verbal and written communication

Education

High school diploma or equivalent

Job description

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.

Job Details

Country: UAE
City: Al Ain
Industry: Retail
Function: Retail Customer Service
Salary: 4000-5000 AED per month (market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities

• 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.

Ideal Profile

• 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.

Skills Set

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

Why Join Us

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.

About the Company

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.