Job Description

Overview Of The Role:
The Shopping Experience Representative plays a crucial role in providing outstanding customer service at IKEA stores in UAE, Qatar, and Egypt. The position involves managing the Info desk, handling cash transactions, assisting customers, and ensuring a smooth and pleasant shopping experience. The role requires efficiency in minimizing queues, adeptness in handling complaints, and maintaining detailed transaction reports. Success in this role is defined by high customer satisfaction, accurate cash handling, and adherence to store policies.
What You Will Do:
Cash Handling and Transactions

• 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.

Customer Interaction and Support

• Greet and welcome customers on arrival at the store ensuring shopping tools and catalogues are available, providing bags/trollies as appropriate.
• Ensure company customers are well attended to by responding to their needs and working efficiently to minimize queues.
• Handle routine customer complaints promptly and courteously to guarantee maximum customer satisfaction.
• Brief the Duty Manager on complaints requiring management assistance.

Returns and Exchanges

• Ensure customers perceive the returns & exchange policy as generous with procedures being quick and easy.
• Handle returns and exchange issues based on judgment, experience, and management authority to retain customers.
• Use information from the Returns & Exchange desk to report any product faults, safety, or transportation issues.

Smaland Management

• Greet and welcome customers at Smaland, explaining the admission policy in a friendly and professional manner.
• Ensure the child's safety is the main priority while providing a safe environment in Smaland.
• Make announcements and page customers (parents) if any issues with children arise in the playroom area.

Reporting and Analysis

• Prepare daily, weekly, and monthly reports of transactions at the Returns & Exchange desk for reconciliation with the cash till and accounts.
• Analyze trends on sales, profitability, and store performance.
• 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.

Skills Required