Shopping Experience Assistant (Smaland)

About the role

The Shopping Experience Assistant at IKEA Jebel Ali supports the Info desk and the Smaland children's play area. The role provides friendly, professional assistance to customers, manages cash transactions accurately, helps customers with returns and exchanges, keeps the children's area safe and welcoming, and contributes to operational efficiency through accurate reporting and adherence to IKEA's service policies.

Key responsibilities

• Follow the SOP for cash handling and record all register transactions with 100% accuracy, counting the float before opening and after closing.
• Greet customers on arrival, provide shopping tools and catalogues, and help them with bags and trolleys.
• Keep customers well attended, minimise queues and handle routine complaints promptly and courteously.
• Run the Returns & Exchange desk so customers feel the policy is generous and the process quick and easy, making exceptions where management authorises.
• Report product faults, safety problems or transportation issues found at the Returns & Exchange desk to management.
• Welcome customers into Smaland, explain the admission policy and keep children safe, making announcements to parents or customers when needed.
• Prepare daily, weekly and monthly reports on returns and exchanges to reconcile with the cash till and analyse sales trends.
• Book IKEA services such as Home Delivery, Assembly and Measurement, follow up on out-of-stock items in self-serve, and brief the Duty Manager on complaints needing management attention.

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.