Shopping Experience Assistant | Retail | IKEA DJA

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; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation 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; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

To operate the Exchange & Refund Desk in the store in day to day function. It is the overall responsibility of the JH to take decisions regarding any exchange or refund, and solve any problems so as to ensure that the customer is completely satisfied when he/she leaves the store.

What you will do

Customers

• To ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.
• To be able to use their judgment to handle specific problems with common sense, thereby ensuring a satisfied customer who will come back. Thus, by providing excellent customer service the JH guides his team in using the opportunity to regain potentially lost customers.
• Handle customers in a positive and fair manner as they have an important role in regaining potentially lost customers.

Operational

• To be responsible for handling returns and exchange issues. Based on his/her judgment, experience and authority given by the management the JH may make exceptions with the purpose of retaining a customer or redressing a genuine grievance.
• To be involved in the training and development and look after all aspects that affect their day to day performance and is responsible for their annual appraisal.
• To use the information from the Returns & Exchange desk to detect and act upon or report to the management about a product fault, safety problem or transportation problem.
• Prepare daily / weekly / monthly reports of transactions at the Returns & Exchange desk. The data is used to reconcile with the cash till as well as the accounts for the period of the report. The data is also important for analyzing trends on sales and profitability and performance of the store.

Required skills to be successful

• Customer Focused
• Individual Accountability
• Personal Leadership
• Teamwork

What equips you for the role

• 1 – 2 years of experience preferably in customer service.