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Job Requisition ID: 181569

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:
The Shopping Experience Representative oversees and supports activities at the Info desk, providing friendly and professional assistance to customers. The role involves managing cash transactions with precision, greeting and guiding customers, helping them make the most of their shopping experience, and promptly addressing any issues related to returns and exchanges. Additionally, the representative ensures safety and a welcoming environment in the Smaland children’s area, handles routine customer complaints, and contributes to operational efficiency through accurate reporting and adherence to IKEA’s service policies.

What You Will Do:

• 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.
• Greet and welcome customers on arrival at the store and ensure shopping tools and catalogues are available for the customers providing bags / trollies as appropriate to facilitate the shopping journey.
• Ensure that company's customers are well attended to by responding to their needs & working efficiently to minimize queues.
• Handle routine customer complaints promptly and courteously, ensuring that customers are dealt with in a prompt and courteous manner to guarantee maximum customer satisfaction.
• Ensure that the customers who come to the Returns & 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 the management according to which exceptions can be made to retain a customer.
• Use the information from Returns & Exchange desk to detect and act upon or report to the management about a product fault, safety problem or transportation problem.
• Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.
• Ensure the children’s safety is their main priority while they are in Smaland providing a safe environment for children within the area.
• Make announcements and pages the customers (parents) if there is any issue with the children in the playroom area or general announcements to customers when needed.
• Prepare daily / weekly / monthly reports of transactions at the returns & Exchange desk to be used for reconciling with the cash till as well as the accounts for the period of the report as well as analyzing trends on sales and profitability and performance of the store.
• 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.

Required Skills To Be Successful:

• Proactivity and ability to initiate solutions independently.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Customer-focused approach with a commitment to service excellence.

What Qualifies You For The Role:

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

About Al-Futtaim Retail

At Al-Futtaim Retail, we are part of a 90-year legacy built on ambition, progress and long-term vision. As one of the region’s leading retail operators, we partner with some of the world’s most trusted brands – including IKEA, ACE, Marks & Spencer and the Inditex Group – bringing global excellence to customers across MENA and Southeast Asia.

We don’t just operate stores; we shape retail experiences. From launching brands like Watsons and Kiabi to our regions for the first time, to investing in digital innovation, AI capabilities, the customer experience and loyalty platforms, we are constantly redefining the future of retail.

With over 100 nationalities spread across more than 10 countries, our strength lies in our diverse and collaborative community. Here, you’re equipped to turn your ambition into action, building the career you want, while helping us move retail forwards.

Join us and be part of The Heart of Tomorrow.