Shopping Experience Representative - IKEA
Posted date [2026-09-25]
(ID: 52504)
 |
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Job Description and Requirements
Shopping Experience Representative - IKEAJob Snapshot
Role: Shopping Experience Representative
Location: Dubai, UAE
Industry: Retail
Function: Retail Customer Service
Experience: 2 years of experience in a similar customer service role
Job Type: Full Time
Position Overview
Al-Futtaim Retail is hiring a Shopping Experience Representative in Dubai, UAE to support IKEA customers throughout their in-store journey. The role combines information desk assistance, returns and exchanges, cash handling, Smaland child safety, IKEA service bookings, complaint resolution, and customer support. The position requires a customer-focused approach, accurate transaction handling, sound judgment, and effective communication with customers, colleagues, and store management.
Job Details
Country: UAE
City: Dubai
Industry: Retail
Function: Retail Customer Service
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Overview of the Role
The Shopping Experience Representative supports the Information Desk and other customer-facing service points to create a friendly, efficient, and professional
shopping experience.
The role involves responding quickly to customer needs, minimizing queues, resolving routine concerns, and escalating issues requiring management intervention. Responsibilities also extend to the Returns and Exchange desk, Smaland, cash transactions, IKEA service bookings, and communication of recurring product or operational issues.
Customer Experience and Information Desk
* Greet and welcome customers when they arrive at the store.
* Ensure shopping tools and catalogues are available for customers.
* Respond efficiently to customer enquiries and service requirements.
* Help minimize queues while maintaining a positive customer experience.
* Handle routine customer complaints promptly and courteously.
* Escalate complaints requiring additional authority to the Duty Manager.
* Maintain a customer-focused approach throughout every interaction.
Returns and Exchanges
Provide an efficient Returns and Exchange service that customers experience as straightforward and convenient.
* Handle return and exchange requests in accordance with established policies.
* Use appropriate judgment, experience, and authority when resolving customer issues.
* Focus on retaining customer confidence while applying relevant procedures.
* Prepare and review daily, weekly, and monthly transaction reports.
* Analyze Returns and Exchange activity to identify trends.
* Report identified product faults, safety concerns, and transportation issues to management.
Cash Handling and Transaction Accuracy
* Follow applicable standard operating procedures for cash handling.
* Receive payments through approved payment methods.
* Maintain accuracy in register transactions.
* Count and record the cash float before and after trading.
* Ensure accurate handling and safe custody of cash.
* Follow relevant system procedures and internal policies.
Smaland Customer Support and Child Safety
Welcome customers using Smaland and clearly explain the admission policy. Child safety must remain the primary consideration throughout the time children are in the playroom.
* Maintain a safe environment within Smaland.
* Follow applicable safety and operating procedures.
* Make announcements when necessary.
* Page parents when an issue involving a child requires their attention.
* Communicate professionally with parents and customers using the facility.
IKEA Service Support
* Book IKEA services including Home Delivery, Assembly, and Measurement.
* Follow up on out-of-stock articles when required.
* Provide customers with clear information about relevant IKEA services.
* Coordinate customer issues with appropriate store teams when further support is needed.
Required Skills
* Excellent communication and interpersonal skills.
* Strong customer service orientation.
* Problem-solving capability.
* Proactive approach to customer needs.
* Individual accountability and responsibility.
* Ability to handle customer concerns professionally.
* Attention to accuracy when processing transactions.
* Ability to communicate issues effectively to management.
Qualifications and Experience
* High School diploma or equivalent.
* 2 years of experience in a similar customer service role.
* Proficiency in English.
* Arabic language skills are preferred.
* Strong communication and interpersonal skills.
About Al-Futtaim Retail
Al-Futtaim Retail operates across MENA and Southeast Asia and partners with international brands including IKEA, ACE, Marks and Spencer, and the Inditex Group. Its operations combine physical retail with investment in digital innovation, AI capabilities, customer experience, and loyalty platforms.
The business brings together employees from more than 100 nationalities across more than 10 countries and continues to develop its retail operations around evolving customer and market requirements.
The role involves responding quickly to customer needs, minimizing queues, resolving routine concerns, and escalating issues requiring management intervention. Responsibilities also extend to the Returns and Exchange desk, Smaland, cash transactions, IKEA service bookings, and communication of recurring product or operational issues.
Customer Experience and Information Desk
* Greet and welcome customers when they arrive at the store.
* Ensure shopping tools and catalogues are available for customers.
* Respond efficiently to customer enquiries and service requirements.
* Help minimize queues while maintaining a positive customer experience.
* Handle routine customer complaints promptly and courteously.
* Escalate complaints requiring additional authority to the Duty Manager.
* Maintain a customer-focused approach throughout every interaction.
Returns and Exchanges
Provide an efficient Returns and Exchange service that customers experience as straightforward and convenient.
* Handle return and exchange requests in accordance with established policies.
* Use appropriate judgment, experience, and authority when resolving customer issues.
* Focus on retaining customer confidence while applying relevant procedures.
* Prepare and review daily, weekly, and monthly transaction reports.
* Analyze Returns and Exchange activity to identify trends.
* Report identified product faults, safety concerns, and transportation issues to management.
Cash Handling and Transaction Accuracy
* Follow applicable standard operating procedures for cash handling.
* Receive payments through approved payment methods.
* Maintain accuracy in register transactions.
* Count and record the cash float before and after trading.
* Ensure accurate handling and safe custody of cash.
* Follow relevant system procedures and internal policies.
Smaland Customer Support and Child Safety
Welcome customers using Smaland and clearly explain the admission policy. Child safety must remain the primary consideration throughout the time children are in the playroom.
* Maintain a safe environment within Smaland.
* Follow applicable safety and operating procedures.
* Make announcements when necessary.
* Page parents when an issue involving a child requires their attention.
* Communicate professionally with parents and customers using the facility.
IKEA Service Support
* Book IKEA services including Home Delivery, Assembly, and Measurement.
* Follow up on out-of-stock articles when required.
* Provide customers with clear information about relevant IKEA services.
* Coordinate customer issues with appropriate store teams when further support is needed.
Required Skills
* Excellent communication and interpersonal skills.
* Strong customer service orientation.
* Problem-solving capability.
* Proactive approach to customer needs.
* Individual accountability and responsibility.
* Ability to handle customer concerns professionally.
* Attention to accuracy when processing transactions.
* Ability to communicate issues effectively to management.
Qualifications and Experience
* High School diploma or equivalent.
* 2 years of experience in a similar customer service role.
* Proficiency in English.
* Arabic language skills are preferred.
* Strong communication and interpersonal skills.
About Al-Futtaim Retail
Al-Futtaim Retail operates across MENA and Southeast Asia and partners with international brands including IKEA, ACE, Marks and Spencer, and the Inditex Group. Its operations combine physical retail with investment in digital innovation, AI capabilities, customer experience, and loyalty platforms.
The business brings together employees from more than 100 nationalities across more than 10 countries and continues to develop its retail operations around evolving customer and market requirements.
