Shopping Experience Assistant (Smaland)

About the role

The Shopping Experience Assistant at IKEA Jebel Ali supports the Info desk and the Smaland children's area, giving friendly and professional assistance to customers. The role covers cash handling, customer guidance, returns and exchanges, and keeping the children's area safe and welcoming.

Key responsibilities

• Follow cash-handling SOPs and compute and record register transactions with 100% accuracy, counting the float before opening and after closing.
• Greet customers, provide shopping tools and catalogues, and help them with bags and trolleys.
• Handle routine customer complaints promptly and courteously, and deal with returns and exchanges quickly and fairly, making exceptions where management authorises.
• Use returns and exchange information to spot and report product faults, safety problems or transport issues.
• Welcome customers into Smaland, explain the admission policy, and keep children safe; announce issues in the playroom or general announcements when needed.
• Prepare daily, weekly and monthly reports on returns and exchange transactions for cash reconciliation and trend analysis.
• Book IKEA services such as Home Delivery, Assembly and Measurement, and follow up on out-of-stock items in self-serve.
• Brief the Duty Manager on complaints needing management assistance.

Required profile

• High school diploma or equivalent.
• At least 2 years of experience in a similar customer service role.
• Proficiency in English; knowledge of Arabic is preferred.

Required skills

• Proactive, able to solve problems independently.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-focused approach.