Shopping Experience Assistant

**Job Requisition ID**:173957

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 A”rab 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 organisation 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 Representative is responsible for overseeing and providing support at the Info desk to assist customers in a friendly and professional manner. The role focuses on executing accurate financial transactions, managing customer interactions to ensure a positive shopping experience, handling product returns and exchanges efficiently, and maintaining the safety and entertainment of children in the Smaland play area. Success in this position involves demonstrating strong communication skills, proactive problem solving, and maintaining a high level of customer satisfaction.

**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.
- Handle routine customer complaints promptly and courteously, ensuring that customers are dealt with in a prompt and courteous manner to guarantee maximum customer satisfaction.
- 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 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.
- 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.
- Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.
- Ensure the child's 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.
- Brief the Duty Manager on complaints that require management assistance.
- Prepare reports for the returns & Exchange desk and assist in analyzing trends.

**Required Skills To Be Successful**:

- Excellent communication and interpersonal skills.
- Proactive problem-solving abilities.
- Strong customer focus and service orientation.
- Proficiency in English, with Arabic being a strong preference.

**What Qualifies You For The Role**:

- High School diploma or equivalent education.
- Minimum 2 years of experience in a similar customer service role.
- Must have excellent communication and interpersonal skills.
- Good command of the English and Arabic languages is preferred.