Job Description

Overview Of The Role:
The Shopping Experience Representative is primarily responsible for overseeing the Info desk operations, providing efficient support and high-quality customer service at IKEA stores located in UAE, Qatar, and Egypt. The role ensures the smooth processing of customer transactions, the handling of returns and exchanges, and the efficient management of customer queries and complaints. The representative plays a key role in enhancing the shopping experience and ensuring customer satisfaction while also managing reports and data to aid in the improvement of store operations.
What You Will Do:
Cashiering and Transaction Management

• 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 Engagement

• Greet and welcome customers on arrival at the store and ensure shopping tools and catalogues are available for the customers.
• Provide bags/trollies as appropriate to facilitate the shopping journey, ensuring shopping ease.
• Ensure that company's customers are well attended to by responding to their needs and working efficiently to minimize queues.
• Handle routine customer complaints promptly and courteously, ensuring maximum customer satisfaction.
• Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.

Returns and Exchange Management

• Ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.
• Handle returns and exchange issues based on own judgment, experience, and authority given by management.
• Prepare daily/weekly/monthly reports of transactions at the Returns & Exchange desk for reconciling with the cash till and accounts.
• Use information from Returns & Exchange desk to detect and act upon or report to management about product faults, safety problems, or transportation issues.

Safety and Announcements

• Ensure the child's safety is the main priority while at Smaland, providing a safe environment for children.
• 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.

Service Coordination and Reporting

• Book IKEA services (Home Delivery, Assembly, Measurement) and follow up on out-of-stock articles in self-serve.
• Brief the Duty Manager on complaints that require management assistance.

System and Policy Adherence

• Ensure all system procedures are adhered to as per policy/procedure

Skills Required