UAE National Shopping Experience Assistant | Retail | IKEA | Al Ain

Al-Futtaim Automotive; Abu Dhabi Emirate; On-site; AED 25,000 - 60,000; Full time

Job summary

A leading retail group in Abu Dhabi is seeking a Shopping Experience Representative to provide exceptional customer service at the Info desk. Responsibilities include overseeing customer interactions, managing cash transactions, and ensuring the safety of children in Smaland. The ideal candidate will have a High School diploma, at least 2 years of experience in customer service, and strong communication skills in English and preferably Arabic, contributing to a positive shopping experience for all customers.

Qualifications

• Minimum of 2 years experience in a similar customer service role.
• Strong interpersonal and communication skills.

Responsibilities

• Oversee the Info desk ensuring friendly and professional customer support.
• Handle routine customer complaints promptly to guarantee maximum satisfaction.
• Ensure children's safety in the Smaland area.

Skills

Excellent communication and interpersonal skills

Proactive customer service mindset

Problem‑solving capabilities

Fluency in English

Proficiency in Arabic

Education

High School diploma

Job description

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 – it employs more than 35,000 people across more than 20 countries in the Middle East, Asia and Africa, partnering with over 200 of the world’s most admired and innovative brands.

Al‑Futtaim Group’s entrepreneurship and relentless customer focus enable the organization 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, the group continues to enrich the lives and aspirations of customers every day.

Overview Of The Role

• The Shopping Experience Representative is responsible for overseeing the Info desk and ensuring customers receive friendly and professional support. The role demands attention to detail in cash handling and transactional accuracy, and a commitment to customer satisfaction through effective handling of inquiries and complaints. The representative plays a key part in maintaining a safe environment for children at Smaland, facilitating various store services, and contributing to the efficient operation of the Returns & Exchange desk.

What You Will Do

Customer Interaction

• Greet and welcome customers on arrival at the store, ensuring shopping tools and catalogues are available.
• Assist customers promptly at the Returns & Exchange desk, ensuring the policy is perceived as generous and procedures are quick and easy.
• Handle routine customer complaints promptly and courteously to guarantee maximum customer satisfaction.

Cash Handling

• Follow SOP for cash handling, receiving payments by cash, cheque, credit card, voucher or automatic debit.
• 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.

Smaland Supervision

• Ensure the Smaland admission policy is explained in a friendly and professional manner.
• Prioritize children’s safety while they are in Smaland, providing a safe environment within the area.
• Make necessary announcements to parents if there is an issue with their children in the playroom area.

Administrative Duties

• Ensure all system procedures are adhered to as per policy/procedure.
• Book IKEA services such as Home Delivery, Assembly, and Measurement.
• Prepare daily/weekly/monthly transaction reports at the Returns & Exchange desk for cash till reconciliation and store performance analysis.

Returns and Exchange Management

• Handle returns and exchanges based on judgment and authority, making exceptions to retain customers when necessary.
• Report product faults, safety problems, or transportation issues based on information from the Returns & Exchange desk.
• Brief the Duty Manager on complaints that require management assistance.

Required Skills To Be Successful

• Excellent communication and interpersonal skills.
• Proactive customer service mindset.
• Problem‑solving capabilities.
• Fluency in English, with Arabic as a preferred skill.

What Qualifies You For The Role

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

About Al‑Futtaim Retail

Al‑Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. It has developed partnerships with some of the biggest and most respected Brands in the world, including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. It is also one of the largest Global partners of Marks & Spencer’s in both regions with over 75 stores offering both fashion & food options. Most recently it has been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q, aiming to continue to be agile and adaptive to markets with new launches and further development. To achieve this, the company recruits the best talent from all backgrounds, aiming to challenge and develop a diverse workforce of over 100 nationalities across 12 countries.

About Al‑Futtaim IKEA

GROWING TOGETHER… We are a values‑driven company with a passion for life at home. Our vision is to create a better everyday life for the many people. Al‑Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.