Shopping Experience Representative - IKEA

AlFuttaim; Dubai; On-site; AED 39,060 - 61,380; Full time

Job summary

IKEA in Dubai is seeking a Shopping Experience Representative to welcome customers, assist with store services, and respond to information desk queries. You will handle returns, exchanges, cash transactions, service bookings, and Smaland support while keeping service counters organized and customer friendly.

Ideal candidates have at least 2 years in customer service or retail support, strong English communication, and the ability to stay calm during busy periods. Arabic is a plus.

Qualifications

• Minimum 2 years in customer service, retail support, returns desk, or similar role.

Responsibilities

• Welcome customers on arrival and provide guidance on store services, shopping tools, catalogues, and general queries.
• Support the Info desk by responding to customer needs quickly, professionally, and with a friendly service approach.
• Work efficiently during busy periods to reduce queues and improve customer flow across service areas.
• Handle routine customer complaints with patience, courtesy, and practical problem‑solving.
• Escalate complaints requiring management support to the Duty Manager with clear details and proper follow‑up.
• Support the Returns and Exchange desk by helping customers complete return, exchange, and transaction‑related requests smoothly.

Skills

Retail customer service

Information desk operations

Returns and exchange handling

Cash handling

Payment processing

Queue management

Education

High School diploma

Job description

Shopping Experience Representative – IKEA

Location: Dubai, United Arab Emirates

Industry: Retail

Function: Retail Customer Service

Experience: Minimum 2 years in customer service, retail support, returns desk, or similar role

Job Type: Full-time

Salary: 3500-5500 (estimated)

Overview

Shopping Experience Representative at IKEA in Dubai supports the full store service journey, from welcoming customers, managing information desk queries, handling returns, exchanges, cash transactions, service bookings, and Smaland support. The role keeps customer service areas organized, reduces waiting time, resolves routine concerns politely, and ensures every customer receives accurate assistance in a busy retail environment.

Key Responsibilities

• Welcome customers on arrival and provide helpful guidance on store services, shopping tools, catalogues, and general queries.
• Support the Info desk by responding to customer needs quickly, professionally, and with a friendly service approach.
• Work efficiently during busy periods to reduce queues and improve customer flow across service areas.
• Handle routine customer complaints with patience, courtesy, and practical problem‑solving.
• Escalate complaints requiring management support to the Duty Manager with clear details and proper follow‑up.
• Support the Returns and Exchange desk by helping customers complete return, exchange, and transaction‑related requests smoothly.
• Apply company guidelines and sound judgment when managing returns, exchanges, refunds, or service concerns.
• Inform management about recurring product faults, safety concerns, or customer feedback received through the Returns and Exchange desk.
• Follow standard operating procedures for cash handling and payment processing.
• Receive payments through approved methods such as cash, cheque, credit card, or other accepted options.
• Compute, process, and record register transactions with complete accuracy.
• Count and record the float before and after trading to support correct cash control.
• Prepare transaction reports for reconciliation, store analysis, and operational review.
• Welcome customers and children at Smaland while explaining admission policies in a warm and clear manner.
• Support child safety in Smaland by maintaining a secure and attentive environment.
• Make customer announcements or page parents when required for playroom matters or general store communication.
• Complete IKEA service bookings according to system procedures and company policy.
• Maintain clean, organized, and customer‑ready service counters throughout the day.
• Work with store colleagues to keep the shopping experience smooth, efficient, and consistent with company standards.

Ideal Profile

• High School diploma is required.
• Minimum 2 years of experience in a similar customer service, retail support, cashiering, information desk, or returns desk role.
• Strong customer service mindset with the ability to create a welcoming store experience.
• Excellent communication and interpersonal skills.
• Good command of English is required.
• Arabic language skills are preferred.
• Ability to handle routine complaints politely and find practical solutions.
• Good attention to detail when processing payments, recording transactions, and preparing reports.
• Basic understanding of cash handling procedures and register accuracy.
• Comfortable supporting returns, exchanges, service bookings, and customer information requests.
• Proactive approach with strong problem‑solving ability.
• Accountable, team‑oriented, and able to work efficiently during busy trading periods.
• Ability to remain calm and professional when managing queues, complaints, or urgent customer needs.
• Awareness of child safety standards and willingness to support Smaland operations where required.

Skills Set

• Retail customer service
• Shopping experience support
• Information desk operations
• Returns and exchange handling
• Customer complaint handling
• Queue management
• Cash handling
• Payment processing
• Register transactions
• Float counting
• Transaction reportingCustomer announcements
• Service booking
• IKEA service support
• Smaland support
• Child safety awareness
• Customer communication
• English communication
• Arabic language advantage
• Problem solving
• Interpersonal skills
• Store operations
• Customer satisfaction
• SOP compliance
• Product fault reporting
• Safety issue escalation
• Duty Manager coordination
• Retail teamwork
• Customer journey support

Why Join Us

This role offers a practical opportunity to build customer service experience in Dubai’s retail sector while supporting one of the most recognized shopping environments in the region. The position provides exposure to customer care, returns and exchanges, cashiering, store service systems, Smaland coordination, and daily retail operations, making it ideal for someone who enjoys helping customers, solving small issues before they become larger, and contributing to a smooth, welcoming store experience.

About the Company

Al‑Futtaim is a diversified business group headquartered in Dubai, United Arab Emirates, with operations across automotive, financial services, real estate, retail, and healthcare. Through Al‑Futtaim Retail, the group manages major international brand partnerships across the Middle East, Africa, and Asia, including IKEA and other leading retail concepts. The business focuses on customer experience, operational quality, brand standards, and diverse talent development across modern retail environments.