Customer Service Assistant

December 29, 2021

Location: Dubai, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 117670 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.


As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.


Come join us to live well, work better, and be the best.


About The Role:

Support the resolution and trouble shooting team of the store in the communication between the customer and our delivery suppliers and assisting with customer complaints from all channels to ensure it is resolved immediately and effectively.


Key Responsibilities:

  • Handle Complaints from all channels such as social media, store walk in, engagement center, delivery teams, must be registered and recorded in MV-CRM, and ensure the resolution is provided within 24 hours.
  • Optimize the relationship with customers in order to drive sales growth and sustained long-term profitability by knowing the IKEA product range and services and actively work to offer alternative solutions that meet the needs of individual customers.
  • Ensure Delivery and Assembly jobs/ routing summary to be done as per business requirement and whenever are needed while maintaining efficiency, proactivity and productivity of their daily task.
  • Highlight immediately on repeated or same item of manufacturing defect to maintain quality control and constantly update knowledge of current range and assembly instructions so as to instill customer confidence.
  • Follow safety procedures as per IKEA manual, to prevent any physical injuries, or damage to company or customer property.

Minimum Experience and Knowledge:   
Minimum 2 years in similar role.


Job-Specific/Technical Skills required to complete the tasks: 

  • Proactivity
  • Must have excellent communication and interpersonal skills
  • Problem solving skills
  • Good command of English language
  • Good command of Arabic language is preferred
  • Proficient user of MS office applications


Behavioural Competencies:

  • Customer Focus
  • Individual Accountability
  • Continuous Improvement
  • Personal Leadership
  • Teamwork



We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
Additional Internal Information:

• Reports to:
• Band: C