Customer Service Assistant - EXR

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 organization 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 oversee and provide support on the Info desk, in order to assist customers
in a friendly and professional manner.

What you will do
* Follow the SOP pertaining to cash handling, receiving payment by cash, cheque, credit cards, vouchers, or automatic debits.
* Compute and record transactions ensuring ‎100% accuracy for all register transactions.
* Count and record the float before trading begins and upon close of trading ensuring accurate cash handling and safe custody of collected cash.
* Greet and welcome customers on arrival at the store and ensure shopping tools and catalogues are available for the customers providing bags / trollies as appropriate to facilitate the shopping journey.
* Ensure that company's customers are well attended to by responding to their needs & working efficiently to minimize queues.
* Ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.
* Handle routine customer complaints promptly and courteously, ensuring that customers are dealt with in a prompt and courteous manner to guarantee maximum customer satisfaction.
* Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.
* Ensure the Childs safety is their main priority while they are in Smaland providing a safe environment for children within the area.
* Make announcements and pages the customers (parents) if there is any issue with the children in the playroom area or general announcements to customers when needed.
* Ensure all system procedures are adhered to as per policy / procedure.
* Book IKEA services (Home Delivery, Assembly, Measurement) and follow up on out-of-stock articles in self-serve
* Handle returns and exchange issues based on own judgment, experience and authority given by the management according to which exceptions can be made to retain a customer.
* Use the information from Returns & Exchange desk to detect and act upon or report to the management about a product fault, safety problem or transportation problem
* Brief the Duty Manager on complaints that require management assistance.
* Prepare daily / weekly / monthly reports of transactions at the returns & Exchange desk to be used for reconciling with the cash till as well as the accounts for the period of the report as well as analyzing trends on sales and profitability and performance of the store.

Required skills to be successful
* Proactivity
* Communication and interpersonal skills
* Problem solving skills

What equips you for the role
* ‎2 years experience in a similar role
* Customer Focus
* Individual Accountability
* Continuous Improvement
* Personal Leadership
* Teamwork

About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in Retail
across the Middle East, Africa & Asia over the past ‎30 years. We have
developed partnerships with some of the biggest and most respected Brands in
the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex
Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of
the largest Global partners of Marks and Spencer's in both regions with over
‎75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East
for the first time with the exciting launches of Watsons and B&Q and we aim to
continue to be agile and adaptive to our markets with new launches and further
development. For this to be possible we aim to recruit the best talent from
all backgrounds who will continue to challenge and develop our diverse
workforce which includes over ‎100 nationalities across ‎12 countries. Join us
today and make a difference…