UAEN Resolution Representative - Retail at IKEA YAS Island

About Al-Futtaim Group

Originating in the 1930s as a trading company, Al-Futtaim Group is a highly diversified, privately owned business headquartered in Dubai, United Arab Emirates. The group operates across five main sectors: automotive, financial services, real estate, retail, and healthcare, employing over 35,000 people in more than 20 countries throughout the Middle East, Asia, and Africa. It partners with over 200 globally renowned and innovative brands. The group’s dedication to entrepreneurship and strong customer focus fuel its continuous growth and expansion to meet evolving customer needs while staying true to its core values of respect, excellence, collaboration, and integrity.

Role Overview

As a Shopping Experience Representative based in Abu Dhabi at IKEA YAS Island, your key responsibility is to manage the information desk and support customers with friendliness and professionalism. This role involves enhancing customer satisfaction by managing transactions accurately, handling returns and exchanges efficiently, resolving complaints promptly, and maintaining smooth store operations in accordance with established policies and procedures to foster a safe and satisfactory shopping environment.

Key Responsibilities

• Welcome and greet customers as they enter the store, ensuring availability of shopping guides and catalogues.
• Provide customers with bags or trolleys as needed to facilitate a smooth shopping experience.
• Address customer needs quickly to reduce queue times at service points.
• Resolve routine customer complaints courteously and promptly.
• Welcome customers to the Smaland play area and explain admission policies clearly and in a friendly manner.
• Make announcements or pages regarding any issues concerning children within the playroom.
• Adhere to standard operating procedures for cash handling and processing payments via cash, cheques, credit cards, or vouchers accurately.
• Accurately compute and record all transactions at the tills, maintaining 100% precision.
• Count and document cash floats before starting and at closing times to ensure correct cash management.
• Prepare daily, weekly, and monthly transaction reports for the returns and exchange desk to support reconciliation processes.
• Ensure the returns and exchange process is perceived by customers as generous, efficient, and hassle-free.
• Make informed decisions on returns and exchanges within management guidelines and personal judgment.
• Use insights gained from returns and exchanges to identify product faults or safety matters and take appropriate action.
• Report complaints requiring further management intervention to the Duty Manager.
• Prioritize safety in the Smaland area by maintaining a secure environment for children.
• Comply with all system procedures and store policies.
• Analyze sales, profitability, and performance trends through prepared reports.
• Manage bookings for additional IKEA services such as home delivery, assembly, and measurements.
• Monitor and follow up on out-of-stock items in the self-service area.

Qualifications and Skills

• High school diploma or equivalent.
• At least 2 years of experience in a similar customer service role.
• Demonstrated proactivity in addressing customer inquiries and problems.
• Excellent communication skills with diverse customer groups.
• Strong problem-solving abilities and complaint handling expertise.
• Ability to collaborate effectively with team members to maintain efficient store operations.
• Fluent in English with a preference for Arabic language skills.
• Strong commitment to delivering outstanding customer satisfaction and teamwork.

Additional Information

Applicants are encouraged to review the job details carefully and prepare a customized, well-written CV demonstrating their suitability and alignment with the company’s core values: Respect, Integrity, Collaboration, and Excellence. The recruitment team ensures thorough evaluation of skills, behavior compatibility, and the match between candidate and company culture for a superior hiring experience.