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Job Requisition ID: 158976Established 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 dayOverview Of The RoleTo operate the Exchange & Refund Desk in the store in day to day function. It is the overall responsibility of the JH to take decisions regarding any exchange or refund, and solve any problems so as to ensure that the customer is completely satisfied when he/she leaves the storeWhat You Will DoCustomersTo ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.To be able to use their judgment to handle specific problems with common sense, thereby ensuring a satisfied customer who will come back. Thus, by providing excellent customer service the JH guides his team in using the opportunity to regain potentially lost customers.Handle customer in positive and fair manner as they have an important role in regaining potentially lost customers.OperationalTo be responsible in handling returns and exchange issues. Based on his/her judgment, experience and authority given by the management the JH may make exceptions with the purpose of retaining a customer or redressed of genuine grievance.To be involved in the training and development and looks after all aspects that affects their day to day performance and is responsible for their annual appraisal.To 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 problemFinancialPrepare daily / weekly / monthly reports of transactions at the returns & Exchange desk. The data is used to reconciling with the cash till as well as the accounts for the period of the report. The data is also important for analysing trends on sales and profitability and performance of the store.Required Skills To Be SuccessfulCustomer FocussedIndividual AccountabilityContinuous ImprovementPersonal LeadershipTeamworkWhat Equips You For The Role1-2 years in a similar role or Customer Service About Al-Futtaim RetailAl-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…
