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 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.

Excellent communication and interpersonal skillsProblem-solving skillsProactivity and individual accountabilityCustomer-focused mindset