Shopping Experience Assistant | IKEA | CFC

Job Requisition ID: 171790

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:

• The Shopping Experience Assistant is instrumental in enhancing the customer experience for IKEA's online channel by providing professional assistance with customer inquiries, suggestions, and complaints via the IKEA Hotline. Responsibilities include logging feedback into the CRM system, ensuring swift and effective resolutions, and maintaining high standards of communication and brand representation. Collaborating with cross-functional teams to resolve e-commerce issues efficiently is key to success in this role.
  
  

What You Will Do:

Customer Service

• Respond promptly and courteously to all e-commerce customer queries via email, chat, social media, or calls, ensuring alignment with SLAs and KPIs.
• Investigate and resolve order-related issues such as delivery delays, cancellations, refunds, and product issues professionally and efficiently.
• Handle customer complaints professionally, providing efficient solutions and escalating issues where necessary.
• Provide clear communication to customers regarding order status, policies, and resolutions.
• Capture and log customer feedback into the CRM system for service improvement purposes.
• Prepare daily and weekly resolution reports for management review, highlighting key findings and areas for improvement.
  
  

Operational Coordination

• Coordinate with logistics, store, and payment teams to ensure smooth resolution of e-commerce issues.
• Monitor and update order management systems to track progress on issues and ensure closure.
• Ensure adherence to e-commerce SOPs, policies, and refund/exchange procedures.
• Identify recurring issues and suggest process improvements to management.
• Provide bilingual (English/Arabic) responses where required for customer communication.
  
  

Required Skills To Be Successful:

• Call Center skills for managing high volumes of customer interactions efficiently.
• Proficiency in CRM System usage for capturing and resolving customer feedback.
• Effective communication skills in both English and Arabic to ensure clear understanding in bilingual contexts.
• Strong problem-solving abilities to address and resolve customer issues swiftly and effectively.
  
  

What Qualifies You For The Role:

• Graduate or Diploma in Commerce, Marketing, or a related field.
• A minimum of 2 years experience in a similar role within a customer service or ecommerce environment.
• Proficiency in CRM systems and call center operations.
• Strong analytical skills and effective communication, with a proven track record in complaint handling.
  
  

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…

About Al-Futtaim IKEA

GROWING TOGETHER...

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.