Job Requisition ID: 175217

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 plays a crucial role in delivering exceptional customer service within IKEA's Smaland play facility. Responsibilities include greeting and welcoming children and their guardians, entertaining children with scheduled activities, and ensuring their safety. The role also involves addressing customer inquiries and complaints, both in the play facility and at the Information desk, ensuring adherence to safety and operational procedures. Success in this role is measured by the ability to maintain high customer satisfaction, adhere to policies, and support the brand's representation positively.

What You Will Do:

Customer Service

Greet and welcome mothers/guardians with their children upon arrival at Smaland, ensuring they feel comfortable.
Explain the Smaland admission policy in a friendly and professional manner to every customer.
Entertain children with activities agreed upon in the Commercial Calendar to enhance their play experience.
Prioritize the safety of children within Smaland, ensuring they have a secure environment.
Make announcements and page the customers (parents) if there are any issues with the children in the playroom area.
Handle routine customer complaints promptly and courteously to maintain service standards.
Provide a safe environment for children within the area, complying with all safety procedures.
Rotate and work at the Information desk, greeting customers and addressing all incoming inquiries.

Operational

Ensure all system and emergency procedures are adhered to as per policy and procedure.
Brief the Duty Manager on complaints that require management assistance to ensure swift resolution.
Ensure adherence to all emergency procedures, keeping children and customers safe.
Adhere to ICSS, Brand Capital, Call Center Reports, CRM Reports, Safety Checklists, and CS KPIs to maintain operational standards.

Required Skills To Be Successful:

Proficiency in child care and ability to create entertaining and safe environments for children.
Strong analytical skills for effective problem-solving and operational improvements.
Effective communication skills to interact with customers and team members.
Interpersonal skills to handle diverse customer interactions and work collaboratively within a team.

What Qualifies You For The Role:

High School diploma required.
Local qualification in Child Care as per relevant country.
Certification in First Aid is mandatory.
Minimum of 2 years experience in a similar role involving customer interaction and child care.

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.

AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper's point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall's deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/

About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.

Shopping Experience Assistant