Shopping Experience Assistant | Retail | IKEA Jebel Ali

Tanqeeb; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Tanqeeb seeks a Shopping Experience Representative to oversee the info desk and assist customers in a friendly, professional manner at our Dubai store. You’ll handle returns and exchanges, support Smaland, assist with cash handling, and ensure customer interactions drive satisfaction.

You will communicate with management on escalations, book services such as Home Delivery and Assembly, and maintain accurate transaction records while staying customer-focused.

Qualifications

• High School diploma or equivalent.
• 2 years of experience in a similar customer service role.
• Proficiency in English; Arabic is preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Greet and assist customers at the info desk with a friendly and professional demeanor.
• Handle returns and exchanges to support a quick, easy policy for customers.
• Oversee and maintain child safety in Smaland and communicate any issues to parents.
• Adhere to cash handling procedures and ensure 100% accuracy in register transactions.
• Book services (Home Delivery, Assembly, Measurement) and follow up on out-of-stock articles.
• Prepare daily, weekly, and monthly reports of transactions for trend analysis.
• Brief the Duty Manager on complaints requiring management assistance.
• Report product faults, safety issues, or transportation problems to management.
• Ensure all system procedures are followed per policy and procedure.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Proactivity

Accountability

Customer-focused mindset

Education

High School diploma

Job description

The Shopping Experience Representative is responsible for overseeing and supporting the Info desk to assist customers in a friendly and professional manner. The role involves handling returns and exchanges, managing child safety at Smaland, adhering to cash handling procedures, and ensuring all customer interactions lead to enhanced satisfaction. Additionally, the role requires effective communication with management on issues that require higher-level intervention.

What You Will Do:

• Greet and welcome customers on arrival at the store, ensuring shopping tools and catalogues are available.
• Respond to customer needs efficiently to minimize queues and ensure satisfaction.
• Handle routine customer complaints promptly and courteously to guarantee maximum customer satisfaction.
• Ensure the Returns & Exchange desk provides a generous policy perceived as quick and easy by customers.
• Handle returns and exchange issues using judgment, experience, and authority to retain customers.
• Prepare and analyze daily, weekly, and monthly reports of transactions at the Returns & Exchange desk for trend analysis.
• Follow SOPs pertaining to cash handling, receiving payments via various methods, ensuring 100% accuracy in register transactions.
• Count and record the cash float before and after trading to ensure accurate cash handling and safe custody.
• Greet and welcome customers at Smaland, explaining the admission policy professionally.
• Ensure child safety is the main priority while they are in Smaland, providing a safe environment.
• Make announcements and page parents if there is any issue with the children in the playroom area.
• Ensure all system procedures are adhered to as per policy and procedure.
• Book IKEA services such as Home Delivery, Assembly, and Measurement, and follow up on out-of-stock articles.
• Brief the Duty Manager on complaints requiring management assistance.
• Use information from the Returns & Exchange desk to report product faults, safety issues, or transportation problems to management.

Desired Candidate Profile

Required Skills To Be Successful:

• Excellent communication and interpersonal skills
• Problem-solving skills
• Proactivity and individual accountability
• Customer-focused mindset

What Qualifies You For The Role:

• High School diploma or equivalent.
• 2 years of experience in a similar customer service role.
• Proficiency in English; command of Arabic is preferred.
• Strong communication and interpersonal skills.